slow internet speed issues

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I've Been Here Awhile
Posts: 2

Re: slow internet speed issues

I was calling Rogers about canceling my internet service with Rogers after being with them for 7 years because of a better deal was given by another company, then the Rogers operator on the phone told me " we love our customer" and gave me a "good deal"! which is true in papers. They told me they would upgrade my 100mbps to a faster 150 mbps with some credit! They then asked me to go to their store to change the modem but ended up waiting 3 weeks (all Rogers stores near my place kept saying "we are out of stock!") Once I got the new "upgraded" internet modem I WAS GETTING ONLY 20MBPS WITH THE 2.4 GHz AND 50MBPS WITH THE 5 GHz WITH THE NEW "150MBPS" DEAL, MY OLD DEAL WITH 100MBPS WERE GIVING BETTER RESULTS WITH 80+ MBPS FOR BOTH THE 2.4GHz and 5GHz .

 

 

I CALLED ROGERS TWICE AND THE ONLY EXCUSE THEY COULD THINK OF IS "THERE COULD BE INTERFERENCE GOING ON IN THE HOUSE" THEN WHY WERE THERE NO PROBLEMS WITH THE OLDER MODEM, EVERYONE CONNECTED TO THE INTERNET WOULD ALWAYS DISCONNECT RANDOMLY BECAUSE THE  CONNECTION IS SO POOR AND SLOW WHICH WOULD JUST CONSUME OUR DATA, WITH THE PHONE RIGHT BESIDE THE MODEM I AM STILL ONLY GETTING 20MBPS. PLEASE FIX YOUR INTERNET SERVICE OR I WILL LEAVE FOR A BETTER ONE

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I Plan to Stick Around
Posts: 10

Re: slow internet speed issues

Help with laptop and slow internet speed

 

Hi,

I recently had a few problems with service in my area which were fixed. I upgraded to 500 Mbps service and the technicians were here again to check it as I am getting an average of 325 Mbps (except at lunchtime and right after school hours) and a max of 350 Mbps WIRED on my laptop. I have an HP Elitebook x360 with a gigabit card.

 

The tech inserted my network cable into his laptop and showed me the speed was as it should be, so the problem must be at my end. My wireless speed (standing next to the modem with my laptop or phone) is also a max of 350 Mbps, but I think that's to be expected with wireless. I have nothing else on the network when running the test. I also have Rogers home phone (2 lines) and cable and they work fine.

 

I've checked for spyware, viruses, malware - all clean. I've checked for things running in the background, e.g. my cloud backup, and changed it to only backup once a night. I've run through a few suggestions I've found online, but no change in speed. Just wondering if anyone has any suggestions. I just ran a speedtest now and it's Ping=4, DL=349.41, Upload=20.76. It seems odd to me that it never goes over 350, not even to 351. 

 

Any suggestions would be appreciated.

Thanks!

Moderator
Moderator
Posts: 1,542

Re: slow internet speed issues

 

Hello, 

 

@GeorgeCatubay15 - Thank you for joining and posting your concern in the Community. Getting slow speeds on WiFi networks is certainly not a pleasant experience. Have you tried testing the speed on a wired connection? Based on the result we can isolate the issue and look into finding the solution for you. 

 

@fionafars - I appreciate posting the slow speeds issue in the Community. On a wired connection for the 500u package, the speeds are usually a little over 500 Mbps. I couldn't find the specs of the Ethernet card for HP Elitebook x360, it seems it only comes with a dual-band wireless adapter. Are you using a USB Ethernet adapter? 

 

Thanks,

RogersMoin

I've Been Around
Posts: 1

Re: slow internet speed issues

I just got the gigabit internet and the speed are 45 max I saw was 60 so not sure why it's so slow I already called them and raised it off the ground by one foot and still the same speeds it kinda feels like my old speeds other than my upload is faster but I should be getting 600-700mbps and it's not even hitting that I know I have a laptop that is old that's connected but other than that there is no excuse for these very slow speeds it should be going 600-700 easily for download speeds I haven't tried the wired connection yet but once I do I'll update you on the speeds but as of right now I doubt it'll hit 600-700mbps so if I have to call in a tech first I'll do that for sure anyways sorry for the long message just its very frustrating especially on a gigabit router knowing it should be higher than 60 mbps ok I just did wired directly and its giving me 545 mbps so Im gonna guess its a problem with the wifi portion as wired from router is fine and really fast

I've Been Here Awhile
Posts: 2

Re: slow internet speed issues

finding the solution for you? The only way for the solution to be resolved is by giving  me the right WiFi signal and speed because you guys tried to control it . how come that even my phone which is currently on top of modem is just receiving 20 Mbps? Thats impossible because you guys can control my internet speed at anytime, when I first received the modem I was only getting around 65-70 Mbps with a wired connection, then I phoned Rogers and the operator was able to change it from 65 Mbps to 150 Mbps from his computer. So why can't you guys do the same about my WiFi speed, i know it isn't about any interference issues because my old modem was fine giving me 90 Mbps with a 100 Mbps speed, while the 150 Mbps is only giving me 20 Mbps

Resident Expert
Resident Expert
Posts: 6,221

Re: slow internet speed issues

@GeorgeCatubay15 can you have a look at the following post, specifically the modem wifi settings and the section on monitoring the wifi environment to determine the best wifi frequency to use:

 

http://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/399949#M47222

 

I suspect that you're running into differences in the settings between the two modems and the possibility that the 4582 channel choice logic is not the same as your previous modem.  

 

Are you running a 2.4 or 5 Ghz device?  

 

Thinking about the problems that you're running into, its very possible that the latest trial firmware which was released to the test group today might be of some assistance in this matter due to changes in the wifi firmware contained within version 2.0.10.34T6



Resident Expert
Resident Expert
Posts: 6,221

Re: slow internet speed issues

@christap18 one of the problems that we keep running into is the performance of laptops.  As the internet speeds increase, users automatically assume that their laptops will keep up with the internet data rates.  In more cases than not, we're seeing that the laptops can't keep up with internet speeds, wired or wifi.  I would say the the only exceptions to this are gaming and workstation class laptops.  The existence of a gigabit port onboard the laptop doesn't necessarily mean that everything beyond the port or port controller can support gigabit rates, and by that I mean somewhere in the 940 to 960 Mb/s range, which you can see from a CGNM-3552 and CODA-4582 modem.  You have to consider the processor speed, memory type and amount and hard disk type when you're looking to determine what component or components are responsible for the data rates that your seeing.  At the end of the day, you might conclude that the laptop in question can't support gigabit rates.  That will take a little homework, looking at the various component specs to determine that.  

 

For the wifi rates, please have a look at the following post, specifically the wifi settings and the section on monitoring you're wifi environment and selecting the best channel that's available for use:

 

http://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/399949#M47222

 



I've Been Here Awhile
Posts: 4

Re: slow internet speed issues

Been paying for Rogers fastest residential internet services for the last 3-4 months, but have received probably their slowest residential internet services. Now Rogers is telling me it's my fault that I did not know until now.  

Currently on the phone for 30 mins waiting for a manager.

Resident Expert
Resident Expert
Posts: 2,526

Re: slow internet speed issues

are you using wired or wireless connection to the internet? are your slow speeds experienced on either one? please let us know  cus if its just slow on the wifi wireless connection only, then its not a rogers issue ,wifi is not perfect and speeds are never guarenteed



I've Been Around
Posts: 1

Re: slow internet speed issues

Internet Speed Suffering after modem and plan change

 

After I switched my plan and thus upgraded my modem, 

I have been experiencing internet speeds on all my devices (wired or otherwise) of 30-40mbps Max. Even though I am on Rogers Ignite 500

I was on the 250 plan before, and it was giving me speeds upward of 100+ 

 

Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
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2 849000000 256QAM 6.100 2 38.983
3 855000000 256QAM 5.600 3 38.605
4 861000000 256QAM 5.000 4 38.605
5 579000000 256QAM 7.600 5 40.946
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10 609000000 256QAM 7.300 10 40.366
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12 621000000 256QAM 7.600 12 40.366
13 303000000 256QAM 4.700 1 38.605
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17 657000000 256QAM 8.100 17 40.366
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19 669000000 256QAM 7.900 19 40.366
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28 723000000 256QAM 7.200 28 38.983
29 825000000 256QAM 7.500 29 38.605
30 831000000 256QAM 7.000 30 38.983
31 837000000 256QAM 6.700 31 38.983
32 843000000 256QAM 6.400 32 38.605