slow internet speed issues

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I'm an Advisor
Posts: 1,524

Re: slow internet speed issues

@pmcsplaza wrote:
It's strange, speed tests show OK results but latency is bad so web pages are slow to load once you get there. It would appear that latency and jitter are more important to this issue than whatever package we subscribe to.



This thread might be of general interest:


I've confirmed there's been a recent firmware update to the CGN3. The update was good because it allows me to set up a script in my router to enable a log in to the CGN3, which I haven't been able to do for over a year. I'm convinced the update is responsible for the slow load speeds on web sites.Smiley Tongue


The good news is my signal strength readings are almost perfect on every channel.Smiley Happy

I'm a Trusted Contributor
Posts: 557

Re: slow internet speed issues

That's interesting Jim, thanks.

Are Rogers aware of our concerns over the firmware update?

I Plan to Stick Around
Posts: 14

Re: slow internet speed issues

Extremely slow speeds


About 3 hours ago, something happened to my internet which made it very slow. When I do speedtest, im getting 1000+ ping, less than 1 mbps download. I'm not sure whats causing this, but below is my signal strenghts. They seem fine to me.

Resident Expert
Resident Expert
Posts: 7,372

Re: slow internet speed issues

Is that via wired or wifi, and if its wifi, are you using a 2.4 or 5 Ghz network.  Can you redo the image to capture all of the downstream and upstream at the same time?  You can actually highlight the or select both tables and then copy them to grab the text component of the tables.  Then, just paste that into the thread.  Thats easier than posting an image.  Just from the small portion of the downstream that I can see, I can tell that the downstream levels are low.  Two of the upstream levels are slightly low as well.  They're probably not low enough for tech support to dispatch a tech, but, coupled with the download rates, you probably need a tech visit.  Do you have any other Rogers services such as Cable TV or Home Phone, and if so are you seeing any issues with them at all?

I Plan to Stick Around
Posts: 14

Re: slow internet speed issues

It was wired. I have cable television and home phone as well, and both work perfectly fine.  Below is the complete chart. It's weird because it was working perfectly fine this morning. 


Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
123700000ATDMA - 64QAM34.50036400000
230596000ATDMA - 64QAM34.75026400000
338596000ATDMA - 64QAM36.75013200000
Resident Expert
Resident Expert
Posts: 7,372

Re: slow internet speed issues

Your downstream levels are low, but not to the point where they should be causing problems although I'd like to see them all sitting around 0 dBmV.  The signal to noise is good.  As I indicated before you have two upstream channels which are slightly low as well, which is a little odd.  Normally when the downstream levels go down due to aging of the external cable and connectors, the modem upstream output goes up to compensate for that cable and connector issue.  So, its a little odd to see both downstream and upstream below their usual levels.


I would contact tech support and ask the CSR to check both modem and node.  The neighborhood node is the next upstream device that the modem connects to.  Ask the CSR if other modems in the neighborhood have the same issue, which would point to some problem with the node.  Please let us know how the conversation turned out.


Rogers 1-888-764-3771 (1-888-ROGERS1)

I've Been Around
Posts: 1

Re: slow internet speed issue

 Internet Connectivity


Have there been intermittent internet connectivity problems in postal code K0A 1L0?

I've Been Here Awhile
Posts: 3

Re: slow internet speed issues

 Internet Access Issues


Currently experiencing incrediblly slow access on both wired and wireless connections.  This is an intermittent issue that pops up every few months.  I've replaced the CGN3ACSMR modem several times.  Techs have visited, most recently last week.  Generally the techs find nothing wrong.  They've replaced a few connectors and a grounding cable.  They've added an amp to my line and a return line attenuator.  None of this seems to permanently fix the problem.


I only have internet from Rogers so there are no splitters or couplers on my line in the house.  The cable from the pole is arial and is several hundred feet long.  It was installed about 12 years ago.


Right now I see I am missing several downstream channels  and my power levels are very low.  


Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 651000000 256QAM -10.600 10 28.062
2 591000000 256QAM -9.200 1 28.905
3 597000000 256QAM -10.200 2 28.605
4 603000000 256QAM -10.500 3 28.062
5 609000000 256QAM -10.200 4 28.642
6 615000000 256QAM -10.700 5 27.967
7 621000000 256QAM -12.300 6 26.773
8 633000000 256QAM -11.800 7 27.383
9 639000000 256QAM -11.100 8 27.695
10 645000000 256QAM -11.000 9 27.383
11 657000000 256QAM -12.400 11 26.942
12 663000000 256QAM -12.600 12 26.587
13 669000000 256QAM -12.800 13 26.773
14 675000000 256QAM -12.000 14 27.042
15 681000000 256QAM -12.800 15 26.564
18 699000000 256QAM -13.300 18 26.564
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 38596000 ATDMA - 64QAM 48.250 5 3200000
2 23700000 ATDMA - 64QAM 46.250 7 6400000
3 30596000 ATDMA - 64QAM 46.250 6 6400000


I called tech support this afternoon and confirmed there are no area issues.  There are only four customers on my segment and the other three are up and running.  I have another appointment booked for this Thursday but am not hopeful this will be permamently resolved.

Resident Expert
Resident Expert
Posts: 7,372

Re: slow internet speed issues

Your downstream levels are pretty bad.  They're down at or below -10 dBmV for the most part, and unless the last two downstream levels didn't copy or paste properly, you're missing a couple downstream channels.  The signal to noise ratios are also terrible which indicates that there are a large number of errors in the received signals.  They should end up at specific quadrant locations upon reception, but, they don't end up where they should, which would mean that the modem would have its work cut out for it in terms of running error corrections on the received data.  Your upstream levels are also elevated which when combined with the low downstream levels would indicate a cable and / or connector problem.  If as you say your external cable is 12 years old, its probably time to replace it.  I'm surprised that the techs did not pick up on the low signal levels and missing channels.  That makes no sense to me at all.  Adding an amplifier to a bad signal only results in an amplified bad signal.  The root cause is the low signal levels and missing channels, which usually point to a cable/connector problem.


What you want to see, at the end of the tech visit is that the downstream levels are clustered around 0 dBmV, plus or minus 1 to 2 dBmV, but they should all be centered around a level that is close to 0 dBmV and there should be 20 downstream channels present.  The median value might be slightly higher or lower than 0 dBmV across the board, but there should not be any large outlying values.   The signal to noise ratios on the downstream should be in the 36 to 40 dB range.  Those aren't actual signal to noise ratios, but a measurement of how much of an angular or quadrantal error there is compared to where the signal vector should be in the quadrant.  They're presented in a signal to noise ratio format.  The upstream levels should be in the 36 to 40 dBmV range and there should be 3, or possibly 4 upstream channels.  Most areas run 3 channels, and some some run 4 channels.


When you look at your modem levels after the tech has done his work, those are the levels you should be seeing.  Now at the end of a long cable run you might see the downstream slightly below 0 dBmV and the upstream from the modem slightly elevated above 36 dBmV.  The cable itself has a electrical signal loss which increases as the signal frequency goes up, so, at the end of the day, with a signal from the neighbourhood node that increases as the frequency goes up to counteract the cable loss, you end up with a constant signal level across the board.  On long runs there is a possibility that the overall signal level will be down, and that you might actually see the upper frequencies roll down in signal level.  In fact, when you graph your signal levels, that is what happens, the signal level drops as the signal frequency increases.  If the techs don't use a higher grade cable to cut the cable losses, that is what I would expect.  I think the typical install uses RG-6 in suburban areas.  RG-11 would be used for long runs or where cable losses are an important factor.  I've inserted the graph of the signal level to show what yours looks like at the present time.  All of those signals, including the missing two channels should all be up at the 0 dBmV line.  


So, before the tech leaves, ensure that the modem is hooked up and running and log into the modem to check the signal levels and signal to noise ratios with the tech present and watching.  The signal levels should be in the ranges that I indicated, or at the very least, very very close to those levels.  If the tech is leaving without anything improving, indicate to him or her that you want the ticket number and that you don't want the ticket closed.  Nothing sighted, sank same is not the correct answer.  If that is the case, contact @CommunityHelps thru the forum after you have logged in.  Follow that link and use the "Send this user a private message" link on the right hand side of the @CommunityHelps page to send the mods a private message.  They can then access your account and escalate this to the proper staff.  I would guess that there is a possibility that the maintenance staff might need to be involved depending on your distance to the neighborhood node.  There might need to be additional cables replaced across several utility poles.


Hope this helps. Persistence is going to be the key here in solving this.  Please let us know how this works out after the tech has completed his or her work.  If you have any questions, please let us know.


Edit:  added "and there should be 20 downstream channels present."


Signal Level.jpg

I've Been Here Awhile
Posts: 3

Re: slow internet speed issues

Thanks Datalink, for the reply and the information.  Part of the issue I face is this problem is very much intermittent.  While I was getting poor signal levels last week when I called Tech Support, the level improved significantly before the tech arrived.  As we speak I am now seeing all 20 downstream channels and they are ranging from -3.5dBm to 0.7dBm.  The result is download speeds around 40 Mbps, although I'm on a 150 Mbps plan.  When channels disappear I drop to less than 1Mbps.  Today I had as few as 10 channels listed and they were all around -10dBm.


The support agent I spoke to noted the low signal levels when I called today so there certainly is some record of this problem.  I'll keep my Thursday appointment and report back with the tech's diagnosis.