O Canada! → Canadian → Rogers > [ Express] Extremely Slow D/L Speeds in Toronto

I've been reading some of the threads and it seems others around the GTA are experiencing the same issues.

For the past two weeks our internet has been clocking in at, on average, 0.5Mbps - 1.5 Mbps.... Until last night when it hit an all time low of 0.2Mbps!!!!

The upload remains the same and steady at 0.5.

We're located near St. Clair West and Oakwood.

The problem is that no one seems to know what is going on. A tech arrived, switched with 3 different modems, changed the lines, and still the low speeds. Those at the call centre say "it shows here you have 10Mbps and good connectivity".

There's certainly a connection between time of day and speed. The lowest is at supper time/early evening... the highest at about 3am.

Anyone have any background on these issues with Rogers around the city? Have they realized there are a lot of people experiencing this yet?

Looking at this and the TekSavvy forum may give a clue ...

TekSavvy has been offering cable internet services over Rogers network around Toronto for a while now, with areas served in the more western areas by the Etob phub and the Bloor phub (know to the TSI users as Scarlett and Bloor) Recently, Rogers has been moving some areas off the Scarlett headend and moving them to one they call Dupont (don't know which Rogers head end this corresponds to).

TSI users that have been moved to Dupont have been complaining about dreadful speeds and pings (over 500mS to google for example and all the delay seems to be between the CMTS and the first routers.

I wonder if this is what's happening to you?

Can you do a tracert to www.rogers.com and post it here?

Hmmm...
That seems plausible, especially due to my proximity to Dupont... I wonder what my next steps would be with Rogers then. They must have some knowledge of this issue. Would be nice to know what they are going to do to fix it.

My only other option seems to be Bell (since TSI uses Rogers lines) and I really, really, REALLY, would prefer not having to do that... but I can't afford these 0.2Mbps download speeds either...

Tracert:

traceroute to www.rogers.com (207.245.252.27), 64 hops max, 40 byte packets
1 10.16.88.1 (10.16.88.1) 30.214 ms 27.952 ms 28.623 ms
2 67.231.221.225 (67.231.221.225) 30.041 ms 31.071 ms 29.713 ms
3 69.63.249.229 (69.63.249.229) 31.156 ms 30.980 ms 31.195 ms
4 69.63.250.93 (69.63.250.93) 31.247 ms 29.976 ms 29.786 ms
5 ge10-1.gwy2-tor.bb.allstream.net (216.191.65.129) 36.321 ms 29.874 ms 31.202 ms
6 ge8-2.hcap4-tor.bb.allstream.net (199.212.169.182) 31.772 ms 31.114 ms 31.380 ms
7 216.191.187.82 (216.191.187.82) 30.899 ms 32.868 ms 38.121 ms
8 * * *
9 * * *
10 * * *
11 * * *

That trace is not as bad as the guys on TSI are getting and you're on a different CMTS and first Rogers router. So that may not be the problem here.

When you call Rogers you have to say that you can't browse or get email reliably due to the bad speeds.

Don't get technical with Rogers support ... half of them don't really understand what it's all about beyond what the scripts guide them with.

Express here near Eglinton/Allen, getting similar speeds to the OP. Thought it was something on my end until I started reading his post, checked my tracert, and it looks like I'm going through dupont too. The weird thing is that at 7am, the connection was back to normal; but by 10 it was crap again.

I think those Teksavvy users have it wrong: it isn't the POI, it's the entire PHUB.

Gotta understand there's a difference between a POI and a phub. A TekSavvy POI is a point of interconnect between Rogers network and TekSavvy. They don't have to be in the same head end.

So, as far as a TSI or other 3rd party is concerned, a POI is probably a phub ... but as far as a Rogers user is concerned, there is no such thing as a POI.

I was speculating that jargon99 might have been put on the dupont headend, but from the CMTS and first Rogers router (which are often common to Rogers and their 3rd parties) it would appear unlikely since the IPs are different on the traces.

More research required before we can make confirm this possible link.

Well, my Tracert to rogers is roughly similar to his

quote:

---

1 35 ms 29 ms 29 ms 10.16.72.1
2 30 ms 30 ms 31 ms 67.231.221.233
3 29 ms 30 ms 31 ms 69.63.249.233
4 49 ms 29 ms 29 ms pos-3-0.igw01.front.phub.net.cable.rogers.com [6
4.71.240.29]
5 31 ms 30 ms 41 ms ge10-0.gwy2-tor.bb.allstream.net [216.191.65.121
]
6 49 ms 34 ms 29 ms ge4-3.hcap4-tor.bb.allstream.net [199.212.169.17
0]

---

...and so on. I know that there's no POI for Rogers users, but it does suggest that there might be something going wrong in the general area.

And, yeah, no ping issues, and upload is fine...but download is absolute crap.

I've talked to support more than 20 times, I call them everyday so they are still aware that I am getting these speeds and will lead to, hopefully, some sort of discount once (if) this is resolved.

I just wish I had a better idea of what to do. From what I understand Rogers has stated (based on the tech guys - including the supervisor that visited my house) that others in the area are experiencing these issues.

I suppose I'm stuck just waiting. Hoping this will be resolved sooner than later. I could immediately switch to Bell (as my neighbour below me has 25Mbps) but find Rogers to be the lesser of two evils...

Any suggestions on how to get more answers? Some sort of progress? Suggestions on how to deal with this?

Thanks so much!

Well, presumably it's reached internet management ... so there's nothing much you can do.

Just stumbled across this. I'm a few blocks from you and am having the same problem. First time in years that I've had a problem. I'll call Rogers just to file a ticket, but I guess all we can do is wait.

Edit: speaking to some dude at tech support; claims no other issues have been reported. Had me do all of the usual stuff. Reset my modem from his end. Now he's reporting it to someone there. Pointless. Bell, here I come?
--
You're adorable.

GOing to Bell is just jumping from one pressure cooker into another.

Yeah, I know. Just venting. I'm not going to Bell. I had problems with them 10 years ago and moved to Rogers. No problems until now. It's with the engineering department. If it's not fixed in the next couple of days, I'll see if I can escalate it. At least get a discount. I'm getting less-than-Lite speeds.
--
You're adorable.

Funny...
Bell trucks outside on the street tonight.. 3rd time this week.
Beginning to wonder why Rogers hasn't notice a sharp drop in customers in West Toronto!

I can't believe they said there are no other issues in the area. I'd hope they put these cases together in order to come up with a solution more quickly.

Tonight, my D/L speed is 0.15...
This is an all time low!

I'm at Allen/Eglinton as well. Since last Thursday I've been capping out at 5-10 KB/s, it's like I'm back in 98. Called Rogers, spoke to 5 incompetent tech personnel (seriously, one of them didn't even know what a trace route was) and finally had an escalation ticket put through. So far no other information other than 'It's being looked at'.

Tracing route to www.rogers.com [207.245.252.27]
over a maximum of 30 hops:

1 28 ms 33 ms 29 ms 10.16.72.1
2 56 ms 53 ms 55 ms 67.231.221.233
3 57 ms 57 ms 60 ms 69.63.249.233
4 59 ms * 58 ms 69.63.251.138
5 59 ms * 63 ms ge10-1.gwy2-tor.bb.allstream.net [216.191.65.129
]
6 58 ms 58 ms 58 ms ge3-2.hcap4-tor.bb.allstream.net [199.212.169.19
8]
7 * 62 ms 67 ms 216.191.187.82
8 68 ms 61 ms 61 ms www.shell.ca [66.46.146.53]
9 64 ms 63 ms 59 ms 207.245.252.27

I actually had a technician over and he said quite honestly that roger's won't acknowledge any problems despite there being obvious problems.

As of of 9:45pm my average ping response is 90ms and my upload speed is only 100kbps when I'm supposed to be on the 10Mbps plan ... wtf.

Maybe it's time for a class action law suit ... it always works when it comes to Apple and Microsoft so I think we need to harness our energy!

They are supposed to call me everyday with updates now (it's gone to some other department that handles chronic issues) and have also gotten this month of internet free. So I'd advise anyone having this issue to keep phoning in and pursuing.

I will provide updates on here for anyone who is interested and also for future reference for anyone else going through similar issues!

Just had an outage for about 5-10 minutes, and after reconnecting, did a speedcheck to rogers.com/speedcheck that was at the full 10mbps. Three hours ago, it was less than 1.

Let's see what tomorrow brings. At least now I know that it isn't on my end. Nothing has changed on my system in those three hours.

Just ran a speed test and trace route and everything seems normal, too. I'll see what it looks like tonight... Fingers crossed.
--
You're adorable.

I was also getting speeds of around 10Mbps at roughly 3am (maybe about 2-3 nights ago) but would always be back down by the next morning.

Mine is now at 2.5. Will be interesting to see if others also experience a drop again or if you remain around 10!

I am at Dufferin&St.Clair. Getting similar speeds. It was fine this morning, but it is terrible now!

I also live in this area (Bathurst/St.Clair) and can confirm the issue. I only noticed last night and just made the first of what will surely be many calls to tech support.

Here's the kicker - I had this exact same problem 6 months ago, as well as 6 months before that! The last time took over a month to get resolved (they did credit me). Download speeds were good in the morning (8-10 mbps), steadily declining through the afternoon (1-3 mbps) then always 200-500 kbps by evening (primetime). Upload speeds were unaffected.

I called in over a dozen times, being made to go through the same basic troubleshooting despite protesting that I had already repeatedly done so. They sent techs out to my home on 3 occasions, who each determined that the problem was not with my modem/PC/router/cabling. Then they twice sent crews to check the area, except the crews always came in the daytime and declared everything fine and closed the ticket.

Finally the issue was escalated to senior technicians, and I demanded that the maintenance crew check the node during primetime. As well, having read similiar posts here, I requested that they look into "download utilization percentage" (i think that was the term) on the node. Sure enough, once that ticket was sent with those details, the problem was fixed. I went back to consistent 10 mbps (like exactly).

Until now of course... so here we go again

Strength in numbers!

I just talked to Rogers again. They are now acknowledging and the tech's seem to have knowledge of the fact that there is an issue in Toronto that is fairly wide spread and it is currently in the hands of the engineers/network people.

This is good news! I also suggest you continue to call in so that you are able to receive bill credit for these ridiculous speeds!

I'll update if anything else happens. I got a call from the "chronic issues" people today who just left and message that said they had no new information. I'm assuming, once they figure out the problem, it won't take too long to fix.

I'm back down to 5/0.5. Not as bad as last night, but it will probably get there. I'll wait to see if I get that automated call from the engineering dept., but I will call again. The tech people can't claim ignorance now.

Edit: 10 minutes later, I'm down to 1.5.

Bah!
--
You're adorable.

I'm on Extreme (still the 10 down 1 up) and since the end of September I have also been getting horrid download speeds. I just did a speedtest and I'm sitting at 0.64 Mb/s. Upload is fine though, full 1 Mb/s.

I've called numerous times and they've sent techs out who have said this isn't anything on my end, it's rogers fault. I'm getting really pissed off though, this is ridiculous.

I'm at Bathurst & St. Clair as well.

Called again, still being looked into. As soon as I brought up wanting a credit the tech said to talk to billing once the issue has been 'resolved'.



Also for some reason speedtest thinks I'm in NS.

Looks like we're having almost the exact same D/L speeds.

Speedtest was showing my location as the Northwest Territories until late last week...

So slow! Up until a few days ago, speedtest was showing me in the NWT too.

Hell All,

I just wanted to post here to share a fix with all the people having a slow speed issue with rogers extreme.

I live in st.Clair and Bathurst area and like all of you, I have been having a speed issues. Having 0.6k speed during prime time and 1.5/2.0mbps max anytime was a huge problem.

After so many calls and techs coming over to my place to check if anything was wrong, we have found a fix today.

Last night, after talking to tech support on the phone a suggestion came from engineering team that I should upgrade to the "new" extreme speed. That would require me to use the their new modem DOCSIS 3.

Today, a tech guy came over and installed the new modem and bam the speed is back to normal. I was surprised and relieved.

Hope this helps some of you guys.

Interesting ... wonder what the provisioning speed for everybody who's going slow is getting. Could be worth asking Rogers to force a new profile load.