Upgraded to Gigabit Internet - Not getting package speeds

[stockylobster]

Getting Gigabit speed now but very disappointed with gaming performance. My old package, Ignite 250u rarely have lag issues in games but this Gigabit connection is making my games unplayable 😕

[lethalsniper]

I just upgraded to the 1 gB down and 30 up oh boy was that a mistake I’m getting slower speeds then before.. when I was on the ignite 250 I was getting 300/21 now I’m getting 200/19 ? Even my ping has gone up what a mistake... edit now I’m getting 30mb up but still getting 200 down.. what could be the issue should I call them back, when I called the first time after I seen the slow speeds they told me to swaps the modem and from my understanding they have upgraded our nodes in our area which the had split them and also we just recently had new optical cables installed in our area and building

[RogersCorey]

Greetings @lethalsniper!

Having a slow speed issue occur coincidentally after an upgrade is seriously bad timing :(. I'd feel a little buyers remorse if this happened to me too.

I really think there's some other issue occurring here so please let us look into it for you and see what can be done to get you the speeds you're paying for. Please PM us @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

Regards,

RogersCorey

[lethalsniper]

I swapped the modem this morning and I’m still not getting 1gb the highest I get is 500mb. My location is Donmills and leith hill rd. , Ontario

[RogersLaura]

Hey @lethalsniper,

Thank you for getting back to us and we're glad that you were able to swap out your modem. It sounds like your speeds have definitely improved a great deal, however, they aren't necessarily where you were expecting them to be with having Gigabit internet. I can see why that would be disappointing. 😕

Please keep in mind that with Ignite Gigabit internet, you can get download speeds of up to 1 Gigabit per second and upload speeds of up to 50 Megabits per second (or 30 Mbps in some areas). 

As with any internet service, a recent computer with a direct wired Ethernet connection to your modem will best allow you to enjoy the speeds delivered by Rogers Ignite Gigabit Internet.

Remember that your connection experience may vary because the total speed delivered to the home is shared by all the devices you have online at the same time. Also keep in mind that no matter how fast the speed of the Internet service to your home, speed test results and your best possible experience will also depend on:

• The capabilities of your device
• The quality of its connection to the modem over Ethernet or Wi-Fi
• The sources for the files you are accessing, and other such factors

If your wired connection meets all of the necessary requirements, then you should be able to obtain an average of 700Mbps or above. On WiFi, and while on the 5G network, you should be able to obtain a minimum of 300Mbps or above if there isn't too much interference or too many devices connected simultaneously.

It may be a good idea for us to take a closer look at our end and run a few signal tests to see if there is anything going on. As per RogersCorey's post above, feel free to send us a Private Message so we can assist you further. 

Kind regards!

RogersLaura

[lethalsniper]

Yea I have a technician coming out tomorrow to look at it there is no way my speeds are normal I’m getting from 200-500 download on a 1gb plan I was getting steady speeds on ignite 250 and 300 was always getting 320Mb steady funny now I switch over to 1 gb it’s slower go figure..we even had new optical fibre cables installed in and outside our building and they have done a lot of work with the nodes by splitting them up

[Jack1984]

I live in Barrie near Georgian College and for the past 6 months or more, Rogers has been over charging and under providing a service.

I signed up for the Ignite Gigabit service about 2 years ago. It started off fast, but the service has got slower and slower. After noticing a lot of pauses in certain programs I ran a speed test, only to discover that my 1 g service was now at a miserly 150mbs a sec.

Almost a 1/10th of the advertised speed.

I called and Rogers and they sent Intek to diagnose the problem. They removed and grounded the line, and I went and swapped the Hitron modem out for another, only to find the EXACT same results.

It's noise on the line. Lots of it. The tap needs someone to fix it. I called and was shuffled around, only to be told that in distilled language. It sucks but you're getting a promotional deal. So, it is what it is.

But. It isn't. If you bought a new 8 cylinder truck and drove it home only to find that only 2 cylinders were firing. Would you accept that?

Rogers. You disappoint yet again.

[robindp]

Hello @Jack1984,

Definitely a disappointing response.  I recommend you "Share A Concern" via this page: https://www.rogers.com/consumer/contactus/share-a-concern.

This will force a callback.  In my experience, people at that level have more power to get your issue addressed.

Good luck, please let us know how this turns out.

[Jack1984]

Thanks for the reply. I'm disappointed that Rogers believes they can just string me along, and that I should be happy that I'm paying for a gigabit service while receiving dial up speeds.

It's disgusting that they are happily taking my money and giving me poor service in return. Especially since they know EXACTLY what the problem is. They just don't care if it's fixed or not.

This has really left me angry.

I will take the time to contact the link you sent me (I see it's a live chat) but I don't believe that there will be much resolution as I already talked to them through chat and live sales last week.

Again, their response was I should just accept the fact that the speeds are that slow, and if not happy. Oh well. That is without exaggeration btw.

[Jack1984]

Just wanted to say thanks for posting that link. I used the chat option and I was sent on to second tier. And yes. There's a major major problem on this line.

Let me quote

"Yes you're right that's what I'm seeing too, the signal noise is so far out of place it isn't even registering a value on any test I've run on it."

So. Hopefully. It'll get fixed this time. The next issue I will have to address is the fact that it's been like this for months without resolution. Meanwhile Rogers has been charging me for what is essentially a broken service.