Slow Internet

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Moderator
Moderator
Posts: 1,114

Re: Slow Internet

Good morning @1243,

 

For further assistance with this matter, please reach out to us @CommunityHelps. I'd like to run some diagnostics on your connection to determine what's going on.

 

Thanks for reaching out!

 

RogersCorey

I've Been Around
Posts: 1

Re: Slow Internet

Hello,

 

Posting here because I'm increasingly losing my patience with Rogers. I have had problems since December 2015, and over a year later Rogers has done absolutely nothing.

 

There are periods where my latency goes up to 300 ms and stays there consistently. This usually happens at night or during peak hours. Every time I've called tech support they also acknowledge it happening to my neighbours. They open a ticket, a few weeks go by, and nothing happens. I eventually get an email saying the problem has been "fixed", but it just happens again.

I've had a tech sent to my house 4 times during this time, most recently 2 weeks ago to "fix" the 3rd or 4th ticket Rogers opened after my calls. Today, I have the problem again.

 

 

If this doesn't get fixed soon I'm just going to cancel my service. This is ridiculous.

 

Today this is what I'm dealing with - pinging Google:

Untitled4.png

 

Look at what happens around 10:40 pm.

 

This will continue for anywhere from 20 minutes - 3 hours based on past experience before it goes back to normal.

 

Yet Rogers keeps sending technicians during hours where this doesn't happen claiming the problem is on my end.  Who knows, maybe it is, but the tech can't do anything because they aren't at my house at 11pm when it's happening.

 

I've Been Here Awhile
Posts: 4

Re: Slow Internet

Almost the same issue with me too, only at first it was limited to the TV.  Only last night did it start to cause issues with the internet.  

 

I too, spoke with tech support a few times.  One was finally able to see a noise spike and sent a technician out who was unable to find anything wrong with the cabling.  He said the issue seems to be noise from an outside line and would pass that info along to someone who could get it fixed.  The issue persisted so I called tech support again and was told that the issues seems to be cause by a neighbour with fault equipment and that they would be contacted.  The issues still continued so I called back and was told nothing could be done, unless the whole neighbourhood complained they could not terminate this neighbours account. The issue was left unresolved.

 

For some time now (a few months) the digital boxes would randomly lose picture and have audio cut outs.  This would happen more frequently at night.  On the DVR stats screen under tuner 1 it would show what I think is the response time jump to around 20/sec or more at which point you would get signal lose or quality issues.  Last night it jumped to 20000/sec, at which point almost all channels stopped working from around 9PM to 12PM.  Right now It's at 70/Sec, picture and audio seem to be fine. 

 

On the internet side of things, the downstream was less than 1Mbps.  This started to happen at around 7PM.  Upstream was around 30Mbps on a Gigabit line.  The Rogers speed test and most internet site would just time out, make the internet just about unusable.  The modems logs are full of errors: No Ranging Response received - T3 time-out and Lost MDD Timeout.  

 

This morning the issues seem to have sorted itself out.  Right now I am getting 600Mbps down and 30Mbps up.

 

 

 

I tried chat support last night twice, but both times they said they had issues with the diagnostic system and couldn't help.

 

I've Been Around
Posts: 1

Re: Slow Internet

 Ignite 70, slow upload and download just the past two days

 

I live in Oromocto, NB. I am currently on Rogers Ignite 70. Speed has been consistent until the past couple of days. Here's my speed test history. 

 

Is there any known issue going on with Rogers Internet in this area? Any input would be appreciated.


Rudy

 

Screen Shot 2017-03-15 at 9.08.46 PM.png

 

 

Resident Expert
Resident Expert
Posts: 1,083

Re: Slow Internet

@RA2

Which modem are you running? have you called tech support and ask then to check the modem signal levels, and ask them to see if your neighbours are also experiencing this issue.

 



Highlighted
I've Been Here Awhile
Posts: 2

Re: Slow Internet

PLEASE HELP!!! Slow Speed Issues

 

I'm hoping someone here can help me understand why I'm experiencing these issues.

 

My cable internet package is 100/10, however, I'm only able to reach these speeds immediately after my modem is power cycled. At some point in the day, the speed drops down to 10Mbps and remains there until I do another power cycle.

 

Here are the results of some testing I've seen others here do:

 

SPEED TEST

 

http://www.speedtest.net/result/6161610451

 

Speed Test Result.JPG

 

MODEM STATS (HITRON CDA3-20)

 

DOCSISWAN 1.JPG

DOCSISWAN 2.JPG

DOCSISWAN 3.JPG

 DOCSISEVENT 1.JPG

DOCSISEVENT 2.JPG

 

C:\Users\t892439>ping -t 127.0.0.1

Pinging 127.0.0.1 with 32 bytes of data:
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

Ping statistics for 127.0.0.1:
Packets: Sent = 51, Received = 51, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms
Control-C
^C
C:\Users\t892439>ping -t www.google.ca

Pinging www.google.ca [216.58.192.195] with 32 bytes of data:
Reply from 216.58.192.195: bytes=32 time=35ms TTL=48
Reply from 216.58.192.195: bytes=32 time=45ms TTL=48
Reply from 216.58.192.195: bytes=32 time=31ms TTL=48
Request timed out.
Reply from 216.58.192.195: bytes=32 time=44ms TTL=48
Reply from 216.58.192.195: bytes=32 time=41ms TTL=48
Reply from 216.58.192.195: bytes=32 time=29ms TTL=48
Reply from 216.58.192.195: bytes=32 time=35ms TTL=48
Request timed out.
Reply from 216.58.192.195: bytes=32 time=36ms TTL=48
Reply from 216.58.192.195: bytes=32 time=42ms TTL=48
Reply from 216.58.192.195: bytes=32 time=31ms TTL=48
Reply from 216.58.192.195: bytes=32 time=27ms TTL=48
Reply from 216.58.192.195: bytes=32 time=38ms TTL=48
Reply from 216.58.192.195: bytes=32 time=35ms TTL=48
Request timed out.
Reply from 216.58.192.195: bytes=32 time=25ms TTL=48
Reply from 216.58.192.195: bytes=32 time=26ms TTL=48
Reply from 216.58.192.195: bytes=32 time=51ms TTL=48
Reply from 216.58.192.195: bytes=32 time=36ms TTL=48
Reply from 216.58.192.195: bytes=32 time=28ms TTL=48
Reply from 216.58.192.195: bytes=32 time=27ms TTL=48
Reply from 216.58.192.195: bytes=32 time=36ms TTL=48
Reply from 216.58.192.195: bytes=32 time=28ms TTL=48
Reply from 216.58.192.195: bytes=32 time=35ms TTL=48
Reply from 216.58.192.195: bytes=32 time=25ms TTL=48
Reply from 216.58.192.195: bytes=32 time=41ms TTL=48
Reply from 216.58.192.195: bytes=32 time=29ms TTL=48
Reply from 216.58.192.195: bytes=32 time=78ms TTL=48
Reply from 216.58.192.195: bytes=32 time=31ms TTL=48
Request timed out.
Reply from 216.58.192.195: bytes=32 time=37ms TTL=48
Reply from 216.58.192.195: bytes=32 time=34ms TTL=48
Reply from 216.58.192.195: bytes=32 time=41ms TTL=48
Reply from 216.58.192.195: bytes=32 time=34ms TTL=48
Reply from 216.58.192.195: bytes=32 time=59ms TTL=48
Reply from 216.58.192.195: bytes=32 time=39ms TTL=48
Reply from 216.58.192.195: bytes=32 time=27ms TTL=48
Reply from 216.58.192.195: bytes=32 time=34ms TTL=48
Reply from 216.58.192.195: bytes=32 time=38ms TTL=48
Reply from 216.58.192.195: bytes=32 time=36ms TTL=48
Reply from 216.58.192.195: bytes=32 time=29ms TTL=48
Reply from 216.58.192.195: bytes=32 time=33ms TTL=48
Reply from 216.58.192.195: bytes=32 time=27ms TTL=48
Reply from 216.58.192.195: bytes=32 time=27ms TTL=48
Reply from 216.58.192.195: bytes=32 time=35ms TTL=48
Reply from 216.58.192.195: bytes=32 time=39ms TTL=48
Reply from 216.58.192.195: bytes=32 time=58ms TTL=48
Reply from 216.58.192.195: bytes=32 time=28ms TTL=48
Reply from 216.58.192.195: bytes=32 time=27ms TTL=48
Reply from 216.58.192.195: bytes=32 time=49ms TTL=48
Reply from 216.58.192.195: bytes=32 time=28ms TTL=48

Ping statistics for 216.58.192.195:
Packets: Sent = 52, Received = 48, Lost = 4 (7% loss),
Approximate round trip times in milli-seconds:
Minimum = 25ms, Maximum = 78ms, Average = 35ms
Control-C
^C
C:\Users\t892439>tracert www.google.ca

Tracing route to www.google.ca [172.217.9.67]
over a maximum of 30 hops:

1 45 ms 37 ms 47 ms 67.231.220.62
2 * * * Request timed out.
3 28 ms * 42 ms 38.131.181.29
4 27 ms 17 ms 22 ms 38.131.180.1
5 13 ms 18 ms 13 ms te0-1-0-4.rcr21.b011152-1.yyz01.atlas.cogentco.com [38.140.221.193]
6 12 ms 19 ms * te0-0-0-0.rcr11.yyz01.atlas.cogentco.com [154.24.4.45]
7 27 ms 22 ms 21 ms be2428.ccr21.yyz02.atlas.cogentco.com [154.54.1.93]
8 26 ms 19 ms 30 ms be2993.ccr21.cle04.atlas.cogentco.com [154.54.31.225]
9 * 55 ms 28 ms be2717.ccr41.ord01.atlas.cogentco.com [154.54.6.221]
10 32 ms 32 ms 28 ms be2765.ccr41.ord03.atlas.cogentco.com [154.54.45.18]
11 28 ms 60 ms 39 ms tata.ord03.atlas.cogentco.com [154.54.10.162]
12 48 ms 24 ms 29 ms 72.14.220.158
13 41 ms 115 ms 34 ms 108.170.243.193
14 111 ms 27 ms 38 ms 72.14.239.123
15 53 ms 43 ms 27 ms ord38s09-in-f3.1e100.net [172.217.9.67]

Trace complete.

C:\Users\t892439>ipconfig/all

Windows IP Configuration

Host Name . . . . . . . . . . . . : L092285
Primary Dns Suffix . . . . . . . : corp.ads
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : corp.ads
corporate
tsl.telus.com
tmi.telus.com
ent.agt.ab.ca

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . : corp.ads
Description . . . . . . . . . . . : Intel(R) Ethernet Connection I218-LM
Physical Address. . . . . . . . . : FC-3F-DB-89-F9-D3
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::8df8:1383:4a0c:86c9%12(Preferred)
IPv4 Address. . . . . . . . . . . : 38.21.22.99(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.224
Lease Obtained. . . . . . . . . . : March 25, 2017 10:12:47 AM
Lease Expires . . . . . . . . . . : March 27, 2017 10:42:47 AM
Default Gateway . . . . . . . . . : 38.21.22.97
DHCP Server . . . . . . . . . . . : 38.21.22.97
DHCPv6 IAID . . . . . . . . . . . : 284966875
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-1F-3B-C1-80-FC-3F-DB-89-F9-D3

DNS Servers . . . . . . . . . . . : 66.28.0.61
66.28.0.45
NetBIOS over Tcpip. . . . . . . . : Enabled

Wireless LAN adapter Wireless Network Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Intel(R) Dual Band Wireless-N 7260
Physical Address. . . . . . . . . : A4-C4-94-C6-53-63
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Ethernet adapter Bluetooth Network Connection 2:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Bluetooth Device (Personal Area Network)#2
Physical Address. . . . . . . . . : A4-C4-94-C6-53-67
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter 6TO4 Adapter:

Connection-specific DNS Suffix . : corp.ads
Description . . . . . . . . . . . : Microsoft 6to4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2002:2615:1663::2615:1663(Preferred)
Default Gateway . . . . . . . . . :
DNS Servers . . . . . . . . . . . : 66.28.0.61
66.28.0.45
NetBIOS over Tcpip. . . . . . . . : Disabled

Tunnel adapter isatap.{205A4C58-FD26-44F2-886D-6AF4321D50DC}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 9:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Teredo Tunneling Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2001:0:9d38:78cf:2890:5c2:d9ea:e99c(Preferred)
Link-local IPv6 Address . . . . . : fe80::2890:5c2:d9ea:e99c%11(Preferred)
Default Gateway . . . . . . . . . :
NetBIOS over Tcpip. . . . . . . . : Disabled

Tunnel adapter isatap.corp.ads:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : corp.ads
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter isatap.{862C590F-884A-40A0-A19E-42F35912024B}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #3
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

C:\Users\t892439>

 

I've Been Around
Posts: 1

Re: Slow Internet

Hi,

 

I recently had the same issues. I was talking to the Rogers Tech support team and they asked me to check the actual cable outlet and secure the cable. I had done that but a subsequent tech visit made them work on the outlet and the issue seems to have resolved. I ran a speed test while positing a comment and I am currently getting 130.31 down and 10.91 up..

 

Thank you,

Dchowhan

 

Resident Expert
Resident Expert
Posts: 1,083

Re: Slow Internet

@Sowthamini I would try swapping the modem at a Rogers store first. The signal levels seems decent, so I don't think it's a signal issue. Since you are on the 100u package I would ask for the "Hitron CODA 4582" Modem at the store. It supports DOCSIS 3.1 which is what Rogers is tuning the Network for.

 



I've Been Here Awhile
Posts: 2

Re: Slow Internet

Hi,

 

A Rogers tech came out and troubleshooted the issue. We checked out the outside cable box to make sure there was no splitters, ensured there was a direct connection to the back of the modem and I believe he installed a MoCA filter because he said the signal strength is too high. Now my results look like this for the DOCSIS WAN (note the extremely high correcteds and uncorrectables on line 20) and I'm still experiencing slow speeds. Any ideas?

 

DOCSIS WAN download

Resident Expert
Resident Expert
Posts: 1,083

Re: Slow Internet

@Sowthamini Goto the local Rogers store and swap your modem for the new "CODA 4582" Modem. It uses DOCSIS 3.1 which may solve your speed issue.