Slow Wired Connection

[user54321]

Hi, After many months (maybe years) of no speed issues, yesterday my down speed dropped significantly to roughly 2Mbps (up speed remained consistent at 10 Mbps). This lasted a few hours, but did pick-up to expected speeds throughout the day. However the next day, it dropped again. Here are the current speeds:

PING=12ms, JITTER=1ms, DOWNLOAD=8.2Mbps, UPLOAD=10.4Mbps

My internet package should, and generally does, give me 75Mbps/10Mbps... so a significant drop. My CGN3ROG modem operates in bridge mode to my router, so I plugged my laptop directly into the modem to confirm the speeds. I also factory reset the modem, tried both wired and wireless speeds from the modem, and to my surprise the wireless was normal (75Mbps+) but the wired was slow. I also tried plugging it into the wall, as I read somewhere that a powerbar could cause interference (although I would have figured that it would interfere with the wireless signal too). No luck though, still slow.

I saw a rogers forum post about DOCSIS Wan, so here are my signal values. Anything strange?

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	633000000	256QAM	-6.500	13	38.605
2	579000000	256QAM	-6.900	5	38.605
3	585000000	256QAM	-7.700	6	38.605
4	591000000	256QAM	-8.200	7	37.356
5	597000000	256QAM	-8.600	8	37.636
6	603000000	256QAM	-8.300	9	38.605
7	609000000	256QAM	-8.100	10	37.636
8	615000000	256QAM	-7.000	11	38.605
9	621000000	256QAM	-6.900	12	38.605
10	279000000	256QAM	-9.900	1	36.610
11	639000000	256QAM	-5.700	14	38.983
12	645000000	256QAM	-6.300	15	38.605
13	651000000	256QAM	-6.300	16	37.936
14	657000000	256QAM	-6.500	17	38.605
15	663000000	256QAM	-6.200	18	38.605
16	669000000	256QAM	-6.700	19	37.636
17	675000000	256QAM	-6.200	20	38.605
18	681000000	256QAM	-6.100	21	38.605
19	687000000	256QAM	-6.200	22	38.605
20	693000000	256QAM	-6.500	23	37.356
21	699000000	256QAM	-6.300	24	38.983
22	705000000	256QAM	-6.000	25	38.605
23	711000000	256QAM	-5.200	26	38.983
24	717000000	256QAM	-5.000	27	38.983

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	38700000	ATDMA - 64QAM	53.500	4	6400000
2	25900000	ATDMA - 64QAM	53.500	2	6400000

***Edited Labels***

[Equinox]

I had the similar issue a few days ago. I have a 500M/20M package. The speed was dropped to 80M/20M. The technician came and replaced the cable from the utility pole to my house, the issue still remain. 

However, after I reboot my ASUS AC3100 router which has the latest Merlin firmware installed, the speed back to 440M/20M. I have 4 VPN clients running on the router, so the CPU could be the limitation.

Hope that helps.

[Gdkitty]

I cant remember if it was ever fixed.. but there was sometimes a BUG with the wired connections on the CGN3, where it only connected at 10mbps.   What colors are the light on the back of the port when connected wired?

As for the SIGNAL.. yeah, that is quite low.    Really in the end you want to have the signal as close to 0, with +/- 10.. and the signal there is definitely verging on -10 there at points.  That definitely could be effecting your speeds.

[user54321]

---

@Gdkitty wrote:

I cant remember if it was ever fixed.. but there was sometimes a BUG with the wired connections on the CGN3, where it only connected at 10mbps.   What colors are the light on the back of the port when connected wired?

---

Thanks for the reply. Would this be fixed with a firmware upgrade? The color is (flashing) yellow.

[Datalink]

@user54321 you probably have an external cable and/or connector issue.  Your downstream signal levels are all low, however Rogers won't do anything based on those low levels.  The upstream levels are the problem.  There should be three or four upstream channels running, there are only two in operation.  That usually means that the signal losses thru the external cable are great enough that the modem can't use enough power to run three or four channels, so it shuts down a channel in order to run the remaining channels at a higher power level.  If that doesn't work, it will shut down another channel, one at a time until you're running on one upstream channel.  Every time that an upstream channel shuts down, you will see worse performance from the modem, so, I'm not surprised that you're seeing worse performance these days.  

The limit for upstream power for three or four channels is 51 dBmV, Rogers uses 52 dBmV for some reason.  So, your remaining upstream channels are close to the upstream power level cut off point, which isn't a great place to be.  Normally they should be in a 36 to 40 dBmV range. 

Now, the one exception to the normal three or four upstream channels is for customers who located in the former, Mountain Cablevision area in Hamilton which Rogers bought out in 2013. From what I remember, those customers are on older cable systems which limits the number of upstream channels.   Either way, if you're in that area, the upstream power levels are a problem, which Rogers might not do anything about.   It just depends on the number of upstream channels that you should have running.  

So, call tech support and ask the tech to run a signal check on the modem.  If you're supposed to have three or four upstream channels running, that check should fail automatically, followed by a conversation to dispatch a contractor tech to your home to inspect the connectors and cable.  I suspect that the contractor tech will only change out the connectors.  If that works, great 🙂  If it doesn't solve the problem, do not hesitate to call tech support, every day if you have to, to register a complaint about slow data rates.  Its also possible that there are problems between the local tap, which is located in a pedestal (for underground cabling) or up on the nearest utility pole, and the neighbourhood node.  If thats the case, then there will be other customer who have the same problem.  If this is the case, then persistence is the key to seeing that its resolved.  

[EtaCarinae]

Hi

My gigabit internet is, every single time I run the test either on Rogers’ Speedtest site or Ookla’s, giving me exactly 0.12Mbps download and 0.19Mbps upload. I have run it fifteen times with identical results in those values. Including after rebooting AND a factory reset of the XB7.

The ping is also unusually high at 50ms (this is usually, and I expect as a consumer to remain at, 1-5ms), with jitter at an INSANE amount of 30ms... clearly something has affected the stability of the cable network in my area as the high ping and most definitely the unacceptable jitter value is clearly indicative of an unstable line, and even IF the speed were there, it would make all voip and video call functionality virtually impossible with values that high (which it is currently, but so are all internet functions atm basically). Jitter should basically always be zero, or below 1ms at most, on a stable line.

Nothing has changed coming to my house or my setup.

I want DESPERATELY to prevent a technician coming in the house. Is there anything I can do or am I SOL?

Thanks.

[RogersAndy]

Hey @EtaCarinae!

Seeing a muuch lower speed to your device than anticipated is one heck of a shock for sure. 0.12Mbps is incredibly low. I'd be happy to help find out what's going on. To begin I recommend following the troubleshooting steps outlined here. Assuming all testing is done with a wired connection to your modem if the issue persists I'd recommend reaching out via PM @CommunityHelps so we can take a closer look.

Keep us posted!

@RogersAndy