Rogers Community

Nimec · ‎03-31-2021

Hi all,

We recently switched from Rogers from Bell Aliant here in NB after a door-to-door Rogers salesman offered us a package at a price that was more than $160 cheaper/month than we were paying for FibreOP. Our home is only 3 years old and had no prior coax so he had to run all new lines inside and out, so everything is brand new.

Our package includes gigabit internet but I have been unable to climb higher than ~520mbps with a Speed Test to Moncton. That only happened a few times, most of the time it is under 500, +/- 450mbps on average. With our Bell plan we had 500 download and always hit 510/520 on every single speed test, so it is a bit concerning that with a plan that is supposed to be twice as fast our actual in home speed has gone down. (I understand Fibre to the home is a superior technology but still figured if gigabit was advertised over 500 should be possible)

Searching these forums this seems to be a common issue so I'm worried that maybe there is not much I can do but figured I would reach out anyways. On the Troubleshooting post it says:

Downstream Overview: A total of 32 channels should be here with an expected Signal Strength (dBmV) between -13.5 and 12 and an SNR above 38dBmv.

I am using the XB7 (I think, tall white square tower looking router). I wasn't able to see anything about DOCSYS but under Connection -> Rogers Network when I go down to the Downstream table there are only 24 "Indexes", and then 2 after numbered 33&34 that have NA values for Power Level and SNR so I assume they aren't being used.

Am I supposed to have 32 here? Could this be a reason for a loss of speed?

Copy & Paste isn't working properly, it is saying the table labels are invalid HTML, sorry if it's hard to read. The values listed below top to bottom are:

Index, Lock Status, Frequency, SNR, Power Level, Modulation

Downstream

Channel Bonding Value

7

1

2

3

4

5

6

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

33

34

Locked

591 MHz

555 MHz

561 MHz

567 MHz

573 MHz

579 MHz

585 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 MHz

669 MHz

675 MHz

681 MHz

687 MHz

693 MHz

699 MHz

350000000

723000000

39.4 dB

40.4 dB

38.5 dB

38.1 dB

38.2 dB

38.8 dB

39.2 dB

39.6 dB

39.5 dB

39.3 dB

39.5 dB

39.3 dB

38.6 dB

38.2 dB

38.3 dB

38.8 dB

39.1 dB

39.3 dB

39.4 dB

39.1 dB

39.9 dB

39.5 dB

NA

6.7 dBmV

8.5 dBmV

4.9 dBmV

4.1 dBmV

4.6 dBmV

5.4 dBmV

6.3 dBmV

6.9 dBmV

6.5 dBmV

6.6 dBmV

6.3 dBmV

5.3 dBmV

4.4 dBmV

4.6 dBmV

5.2 dBmV

5.8 dBmV

5.9 dBmV

6.2 dBmV

6.7 dBmV

7.3 dBmV

7.4 dBmV

7.2 dBmV

NA

256 QAM

OFDM

Same as above, not posting labels correctly, they are:

Index, Lock Status, Frequency, Symbol Rate, Power Level, Modulation, Channel Type

Upstream	Channel Bonding Value
1	2	3	4
Locked	Locked	Locked	Locked
18 MHz	23 MHz	30 MHz	36 MHz
2560	5120	5120	5120
40.0 dBmV	41.5 dBmV	41.8 dBmV	41.5 dBmV
QAM	QAM	QAM	QAM
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

Other than that is there anything else I can try to improve my speeds?

Thanks all, have a great day.

RogersTony · ‎04-01-2021

Hello, @Nimec

Welcome to Rogers and to our Community Forums, we're thrilled to have you as a customer!

I can imagine how disappointing it is to see that your speeds are only half of where they should be. We definitely want to investigate this for you and try to find a solution.

Can you provide us with a bit more information:

Are you performing your speed testing using a device connected via Ethernet with all other devices disconnected from the modem?
Can you confirm what tool you are using to test the speeds?
Have you attempted any troubleshooting steps as of yet such as a reboot of the modem?

We look forward to hearing from you.

RogersTony

dmfan · ‎04-01-2021

My own experience with Speedtest depends on a few things.

1) the test server - they vary a lot from time to time, and often there is a huge gap between servers. I find that sometime the difference is 200 mbps. Crazy, right? After all these years, I have found several servers that give me good readings, and I keep going back to them for testing.

2) Your own machine. Other than the network card and wireless adapter, I find that the CPU power also makes a difference. I don't know the inner workings of Speedtest so I don't know why that would be the case. But on my own network, between different machines connecting to the modem via ethernet, the Speedtest difference can be 200 - 300 mbps.

My best test is using my 1-month old Asus ROG laptop via ethernet. I can get 200 mbps above my subscription package's speed. I feel lucky that my area gives me that.

-G- · ‎04-01-2021

@Nimec Is your computer directly-connected to the XB7 gateway or are you using your own router with Bridge Mode enabled on the XB7?

Datalink · ‎04-01-2021

Ok, in a nutshell, the signal levels are a little high on both downstream and upstream sides. There are only 24 QAM downstream channels running, which is a little odd, but in NB, maybe that's normal. The two OFDM downstream channels aren't running. Normally there should be at least one channel running, but, I've seen two running on east coast modems. Running a single OFDM channel should provide gigabit service without any problem. Two will definitely provide gigabit service. So, the question is, for your Cable Modem Termination Service (CMTS), which the modem is connected to, is there one or two OFDM downstream channels running off of the CMTS? If the answer to that is yes, then the modem can't process the OFDM channels which points to a signal issue within the bandwidth of the OFDM channels. I suspect that the lower OFDM channel should be enabled, but, you would need tech support to tell you what the CMTS is configured for. The first line techs that you chat with only have a single line data overview of the OFDM channel. @RogersAndy has a secondary data display that breaks down the OFDM channel into sub-channels, which is useful for diagnosing problems. Andy might have to have a look at your modem signal levels to sort this out.

Also note, there is no data posted for an OFDMA upstream channel, which should also be present. Maybe its there but the data isn't posted?

The observation of flipping the modem back into its default gateway mode and running tests with an ethernet connection directly with the modem is definitely valid. I'd recommend doing that just to see what turns up in the speedtests.

Draconix · ‎04-02-2021

I have also been experiencing slower than expected file download speeds on my new XB7. I had much higher speeds on my previous CODA-4582 modem which definitely had OFDM enabled. Here are my modem stats, could you tell me if my XB7 has OFDM working? If it's not then maybe that could explain my slower download speeds after switching from the CODA.

7

1

2

3

4

5

6

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Locked

591 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 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

43.3 dB

42.0 dB

42.5 dB

42.4 dB

42.8 dB

43.0 dB

43.3 dB

43.6 dB

43.2 dB

43.5 dB

42.8 dB

43.5 dB

43.7 dB

43.0 dB

43.1 dB

43.0 dB

43.2 dB

43.1 dB

43.5 dB

41.9 dB

43.4 dB

43.1 dB

43.4 dB

43.6 dB

43.3 dB

43.1 dB

42.5 dB

42.3 dB

NA

5.2 dBmV

3.8 dBmV

4.9 dBmV

4.0 dBmV

4.7 dBmV

4.4 dBmV

5.6 dBmV

6.3 dBmV

5.2 dBmV

6.1 dBmV

5.1 dBmV

5.9 dBmV

6.1 dBmV

4.7 dBmV

5.3 dBmV

4.3 dBmV

5.1 dBmV

4.6 dBmV

5.6 dBmV

4.6 dBmV

5.4 dBmV

4.6 dBmV

5.4 dBmV

5.7 dBmV

5.0 dBmV

5.7 dBmV

4.9 dBmV

5.3 dBmV

4.2 dBmV

4.9 dBmV

3.8 dBmV

NA

256 QAM

OFDM

1	2	3	4
Locked	Locked	Locked	Locked
21 MHz	25 MHz	32 MHz	38 MHz
2560	5120	5120	5120
35.5 dBmV	37.3 dBmV	38.5 dBmV	39.0 dBmV
QAM	QAM	QAM	QAM
TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

-G- · ‎04-02-2021

@Draconix wrote:

I have also been experiencing slower than expected file download speeds on my new XB7. I had much higher speeds on my previous CODA-4582 modem which definitely had OFDM enabled. Here are my modem stats, could you tell me if my XB7 has OFDM working? If it's not then maybe that could explain my slower download speeds after switching from the CODA.

That's strange. I just checked my XB6 and it also shows NA in the Power and SNR stats on the downstream OFDM channel. However, my "CM Error Codewords" stats are still incrementing so that channel appears to be active.

Draconix · ‎04-02-2021

The original post at the top also shows NA on his two OFDM channels and Datalink replied saying that the OFDM downstream channels aren't running, so I assumed that my OFDM isn't running either. It would also explain why my download speeds decreased since switching from the CODA which I'm 100% sure had OFDM enabled.

-G- · ‎04-02-2021

@Draconix Send a PM to @CommunityHelps and ask them to double-check the signal to your modem and stats on your local node and CMTS.

Datalink · ‎04-02-2021

Its possible that a recent firmware update has nuked the user interface data for the OFDM channels. Its a little odd that the signal level and SNR isn't present while the counter updates. Only way to find out is to get the moderators @CommunityHelps to check the OFDM data from their end to determine if the OFDM channel is running correctly. @Nimec @Draconix follow that link for @CommunityHelps when your logged into the forum. That takes you to the public page for the mods, and then follow the link to "Send this user a private message". Include the MAC address from the modem so that the mods can find the modem and check the data.

Other food for thought: Consider pulling the power from the set top boxes, disabling both wifi channels and then reboot the modem. After the reboot, run a few speedtests and download test to see what the result is without any external data usage. In theory it shouldn't make a difference, but, one can never assume that will be the case. See what the data says......

sm30 · ‎04-09-2021

Has anyone who have been experiencing slower speeds with the XB7 gotten a resolution?

I have also been experiencing slower speeds switching from the CODA-4582 to the XB7 modem. My modem is currently in bridge mode and I have done all testing with a wired connection directly to the XB7 modem. I was getting average 950 Mb/s with the CODA modem. Now I am averaging 250-300 Mb/s on the XB7. I have been back and forth with a few managers from the tech department for a month now and they all have said they have not heard of any customers having slower speeds with the XB7. Would it be possible for the moderators @CommunityHelps to forward this issue with slow speeds from this thread to the appropriate management office for the tech managers?

Here are my current modem stats:

Downstream - Channel Bonding Value

Index

12

1

2

3

4

5

6

7

8

9

10

11

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Lock Status

Locked

Frequency

621 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 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

SNR

41.1 dB

41.4 dB

40.2 dB

40.3 dB

41.2 dB

41.3 dB

41.2 dB

41.0 dB

40.9 dB

41.3 dB

41.2 dB

40.9 dB

40.7 dB

40.5 dB

40.4 dB

40.1 dB

40.0 dB

39.5 dB

40.1 dB

39.9 dB

40.1 dB

39.9 dB

39.8 dB

40.1 dB

39.9 dB

40.0 dB

NA

Power Level

0.7 dBmV

0.5 dBmV

0.8 dBmV

0.5 dBmV

0.7 dBmV

0.4 dBmV

0.6 dBmV

0.7 dBmV

0.4 dBmV

0.6 dBmV

-1.1 dBmV

-1.3 dBmV

-1.6 dBmV

-1.7 dBmV

-1.9 dBmV

-1.7 dBmV

-1.9 dBmV

-2.1 dBmV

-2.0 dBmV

-2.3 dBmV

-2.2 dBmV

-1.9 dBmV

-2.1 dBmV

-1.3 dBmV

-1.0 dBmV

0.9 dBmV

NA

Modulation

256 QAM

OFDM

Upstream - Channel Bonding Value

Index	1	2	3	4
Lock Status	Locked	Locked	Locked	Locked
Frequency	21 MHz	25 MHz	32 MHz	38 MHz
Symbol Rate	2560	5120	5120	5120
Power Level	35.5 dBmV	36.5 dBmV	37.3 dBmV	36.5 dBmV
Modulation	QAM	QAM	QAM	QAM
Channel Type	TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords

Index	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
Unerrored Codewords	408133749	477406688	477413432	477419897	477426195	477433093	477439282	477446212	477451768	477459116	477464718	477471098	477477676	477483896	477490226	477493724	477500132	477505764	477513419	477520716	477525475	477532182	477537849	477543924	477550307	477557319	477564308	477571387	477576833	477583669	477586596	477588582	408133749
Correctable Codewords	19666466	1	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	19666466
Uncorrectable Codewords	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0

-G- · ‎04-09-2021

@sm30 Your upstream and downstream stats are all normal and your error stats are totally clean. I don't think the "NA" on your downstream OFDM channel is anything to worry about, especially if the Unerrored and Correctable Codewords counters are incrementing. I am also seeing "NA" for the SNR and Power Level stats on the downstream OFDM channel as well on my XB6, as are every other customer who has recently posted stats from their Ignite gateway. The high number of Correctable Codewords on the OFDM channel is also totally normal, and actually a good thing.

If you are seeing full speeds with Bridge Mode disabled on your XB7, then you can make a good case for @CommunityHelps to create a ticket and escalate it to the appropriate support teams for further investigation.

Tagging @RogersGordon who once also confirmed similar issues with the Technicolor XB6.

sm30 · ‎04-14-2021

@CommunityHelps, @RogersGordon, can this please be escalated to the appropriate support teams for further investigation? I haven't been contacted by either party yet.

RogersMoin · ‎04-15-2021

Hello, @sm30.

Thank you for your patience, we can help further troubleshoot and submit a ticket for you to have the issue investigated. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.

Cheers,

RogersMoin

Draconix · ‎04-17-2021

So the Unerrored and Correctable Codewords are normal, but should I be concerned with this high amount of Uncorrectable Codewords?

CM Error Codewords
1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
3761816603	2883287216	2883293390	2883295888	2883304866	2883309537	2883317088	2883322551	2883328873	2883333974	2883340593	2883347243	2883353739	2883357185	2883363043	2883369590	2883375742	2883382207	2883387662	2883395204	2883402074	2883407622	2883411954	2883407044	2883408806	2883423654	2883430394	2883435204	2883440508	2883445779	2883448342	2883455770	3761816603
1500755844	48	14	7	14	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	4492	2632	0	0	0	0	636	1310	91	1500755844
0	30	26	28	60	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	4064	6275	0	0	0	0	784	1745	28	0

My speeds have gone down significantly since switching from the CODA-4582 to the XB6.

-G- · ‎04-17-2021

@Draconix wrote:

So the Unerrored and Correctable Codewords are normal, but should I be concerned with this high amount of Uncorrectable Codewords?

I don't think that this is something that you should get too alarmed about. You are still seeing zero Uncorrectables on your D3.1 downstream channel, which is good. How concerned you should be all depends on whether those Uncorrectable error counts continue to grow, and at what rate. Right now, those uncorrectables on the D3.0 channels are still a tiny, tiny fraction of the overall traffic, and your D3.1 channel is clean.

I my case, I'm used to seeing zero (or almost zero) uncorrectables across all channels. Then I may suddenly see a bunch of uncorrectables appear in the stats. (It could simply be due to a noise spike.) I will keep an eye on those counters and if the number of Uncorrectable errors continues to increase, I will take note. If they continue to increase at a high rate, I will report it to Rogers. If they stay where they are, I will reboot my modem to zero the counters.

The error rates could likely also increase when the hot summer weather hits.

Draconix · ‎04-17-2021

Alright thank you, I appreciate the info and I'll keep an eye on the stats. I reboot my modem and router once a week, so once everything is back to 0 I'll easily be able to see if the errors come back. I should note that I previously had all zeroes but then a technician came to check on the signal to see why my speeds are lower, and he did something outside that made those Uncorrectable Codewords start appearing.

-G- · ‎04-17-2021

@Draconix Do you have Bridge Mode enabled on your XB7 (and using your own router) or are you running in a default configuration, in "gateway mode" with Bridge Mode disabled?

Draconix · ‎04-17-2021

I started with an XB7 but switched to an XB6. Also yes I am using Bridge Mode connected to my Asus RT-AC86U.

-G- · ‎04-17-2021

@Draconix I don't know what could be causing your slow speeds. It could be a Rogers network issue, modem software bugs, some other issue involving your own equipment, or all of the above. Rogers also does not tell us if they are actively tracking any issues.

I would advise disabling Bridge Mode on your XB6, disconnecting your router, and perform a speed test with a computer connected directly to the XB6 gateway over Ethernet. If you get full speeds in this configuration, at least you can rule out a Rogers network issue. If you still continue to see slow speeds, then Rogers will also be a better position to troubleshoot the problem and escalate issues internally for further investigation.

Draconix · ‎04-17-2021

I did already try that and the speeds were exactly the same. One of the technicians said that he believes the route to the site is different on the Ignite package. Apparently the route on the Legacy package was better which is why I was getting much better speeds. It just doesn't seem like I should be getting half the speeds that I was getting on the CODA-4582. This is my Task Manager when downloading files now: https://i.imgur.com/4lNGzT6.png

Rogers Community

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