Slow Internet

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Resident Expert
Resident Expert
Posts: 6,229

Re: Slow Internet

Absolutely.  Tech Support:  1-888-764-3771



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I Plan to Stick Around
Posts: 8

Re: Slow Internet

Being friendly and informing this thread that Rogers is currently responsible for another service downage in the entire Toronto region (again - this happens often). So keep this in mind if you're in Toronto. I hope this helps!

 

The majority of citizens and businesses in the biggest city in Canada don't have internet capabilities for one night every couple months. It's not really a big deal, and Rogers is aware of these problems and other problems that affect Toronto regularly on their end.

 

Thanks for enjoying Rogers's exceptional world-class level of service quality, enjoy your stay.

Moderator
Moderator
Posts: 1,545

Re: Slow Internet

 

Hello, @megamonkey

 

I’d like to help. Addressing the issue you’ve described involves accessing your account. I’m going to send you a private message from @CommunityHelps. Please check our message via the envelope icon that appears on the top right-hand side of your screen when you are logged in to the forums.

 

Thank you for understanding.

RogersMoin

 

I've Been Here Awhile
Posts: 4

Re: Slow Internet

This is getting ridiculous, I keep lagging with unstable ping. Rogers tells me I have good ping and there's nothing wrong with my internet and tells me it's the game. I don't think so and I know so because everyone else I know who plays the game near my area is fine. I told Rogers rep what my downstream and upstream was and he made it sound like I didn't know what they were but I told him what I have read and what others told me. We're paying for a high tier of internet and I can't even get an internet that is stable so I can actual enjoy what I paid for. I don't know if it's the modem or maybe the cable in my area maybe some damaged wiring or whatever but I'm really not enjoying my experience. I didn't have this problem as much when I was living in a condo with a different modem.

Resident Expert
Resident Expert
Posts: 6,229

Re: Slow Internet

Personal opinion you have cable and/or connector issues.  The signal levels indicate that.  We've seen that time and time again on the forum.   Technically they are still in spec, however, its typical to see modems exhibit poor performance long before the spec limits are ever reached.  Fwiw, they are +15 dBmV down to -15 dBmV on the downstream with signal to noise ratios of 36 to 40 dB, and 36 to 40 dBmV on the upstream with a max output level of 51 dBmV for three channel operation.

 

Have you responded to the private message from @RogersMoin?  If you haven't, the pm would have timed out, in terms of accessing your account.  One of the mods will have to send another message to you so that you can respond within the time window, not sure what that is, but once the mods have a response from you they can start the ball rolling.  If tech support isn't going to help, @CommunityHelps is the next step. 

 

Can you bring up a command prompt and run a ping test to google.ca.  Type in:

 

ping www.google.ca -n 20

 

That will give you a 20 ping test to google.ca.  When its done, you can right click on the command box's title bar, select Edit..... Select All.  Then right click again to select Edit..... Copy.  With that, you can paste the results into the thread.  It would be interesting to see what the difference is between normal internet operation, and when you are seeing high ping times within the online game.



I've Been Here Awhile
Posts: 2

Re: Slow Internet

Hi, I've been using the Ignite 100u package for about 8 months now and I've been pretty happy with it. There are a few times, maybe once or twice a month, where my download speeds will tank to sub 5Mbps for a couple of hours but I haven't tried to fix it since it's back to normal the next day.

 

Unfortunately for the past week my download speeds have been consistently slow(2-8Mbps) with only a few brief windows of regular speeds(130-180Mbps). Somewhat annoyingly my upload speeds have remained 100% consistent at around 11Mbps. I'm on a wired connection to my PC.

From what I've read my downstream signal strength is low but its always been within that range. Thanks.

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Signal noise ratio (dB)Channel ID
1645000000256QAM-3.50040.366105
2591000000256QAM-2.80040.94697
5609000000256QAM-3.70034.484100
6615000000256QAM-3.70040.366101
7621000000256QAM-3.90040.366102
8633000000256QAM-3.40038.983103
9639000000256QAM-3.70038.983104
10651000000256QAM-3.40040.946106
11657000000256QAM-3.10040.366107
12663000000256QAM-3.10038.983108
13669000000256QAM-3.00040.946109
14675000000256QAM-2.80040.366110
15681000000256QAM-2.90040.366111
16687000000256QAM-3.10040.366112
17693000000256QAM-3.50040.366113
18699000000256QAM-2.90040.366114
19705000000256QAM-2.50040.366115
20711000000256QAM-2.30040.366116
Upstream Overview
Port IDFrequency (MHz)BandWidthModulation TypeSignal Strength (dBmV)Channel ID
1385960003200000ATDMA44.5005
2237000006400000ATDMA46.5007
3305960006400000ATDMA45.0006

 

Resident Expert
Resident Expert
Posts: 6,229

Re: Slow Internet

Your downstream levels are a little low but that should'nt be a problem.  The signal to noise ratios are very good. The upstream are getting to the point where they might need a tech to come in and check on the cabling.  They are high, above there normal 36 to 40 dBmV range.  The upper limit is 51 dBmV for three channel operation. The upstream levels are the modem's output power that is transmitted back to the node.  As the external cables age, the signal losses thru them increase and the modem output power increases to make up for those losses.  At high power levels you will see worse download rates, especially if the modem drops a channel to push the power levels up.  I wonder if you are getting higher transient levels from time to time which is causing problems.  When you are experiencing poor internet performance call tech support and have them run a signal check on the modem. That is the best time to call and don't be afraid to call several times, which establishes a record of poor internet performance.  Make sure the CSR records the problem when you call.

 

Any chance that you have a bandwidth hog on your network?  There is always that possibility, which we have seen before on the forum.  When you have a period where the download rates slow down, consider disabling the modem's wifi and disconnect all ethernet connected devices except for the pc.  Run a speedtest in that configuration and see if you get the same slow results.



I've Been Here Awhile
Posts: 2

Re: Slow Internet

Hm, I don't know why I didn't think to try testing it with the wireless off. Its been pretty good today so I didn't get a chance to test it until now and unfortunately it had no effect(double checked that nothing on the PC was using it either). I guess I'll have to call tech support. Thanks for the help 😃

I've Been Around
Posts: 1

Re: Slow Internet

I have had only problems since sigining up for the Ignite 100. My previous speed my have been slow but was consitant , pages would load and I could use more than one device at a time without effecting speed. I don't believe I should have to be in IT to setup and use an internet service. Using Live chat for support adds to the frustration when because of the poor connection I lose the chat.

Resident Expert
Resident Expert
Posts: 6,229

Re: Slow Internet

Is this seen from ethernet or wifi connected devices or both?  Can you log into the modem, navigate to the STATUS... DOCSIS WAN page, copy the downstream and upstream tables and paste them into this thread?



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