O Canada! > Canadian > Cogeco > slow, choppy, dropping, stopping altogether...

slow, choppy, dropping, stopping altogether...

Some more details into your slow down issues would be a good start. Can't help diagnose without some information. This forum may just seem like a bucket for people to bash Cogeco, but there are some people here to help solve problems too

Okay... I'm not bashing cogeco... but I am just a bit upset with the service... to say the least.

You want more information... just read over all the other complaints that people from Windsor have posted on here about the total lack of speed for a service that's costing almost 60 bucks a month... and the lack of concern on the part of tech support for seeing that the problem is fixed.

I have been with cogeco for a number of years and until now I have been very happy with them. However... I don't feel that I should have to pay a high price for something that I'm not getting and be told that the problem is on my end when clearly... judgling by the others posting here... that it's not!

At the least I should be getting a lot of my money back for services that I'm not getting and pretty much no quick action to getting the problem fixed.

Seeing you are from Hamilton and seeing that others from Hamilton who've posted on here haven't been having this problem, I appreciate your concern, but don't feel you can fully understand the place that we are in here in Windsor.

Thank you for your time and if you can get this fixed, then even more thanks will be given not just from me but from clearly many others.

Not all issues have the same origin, even if they have similar symptoms. The kinds of things that help the diagnosis are speed tests from various servers at both peak and off-peak times, traceroutes, ping plots and modem statistics (signal levels, SNR, logs, etc.).

Sometimes, one of the Cogeco techs who help out here will ask for a modem MAC addy to get a better look at the situation. Since those are best not posted publicly, using the site private message feature is a better avenue. This feature is only available to registered members. That is to say, you're welcome to post anonymously. You just won't be able to use the PM feature.

Good luck with getting it sorted out.

reply to djb1962
To speed up the process of troubleshooting here is a list of common questions the techs will ask you.

»Have a problem? Read this before you post.

Try to answer as many as you can before they get here.

edit: posted link 2ce
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I carry wet naps, life's messy

reply to No_Strings
1.)What, specifically, is your issue?

The issue is that the speed for this service is pityful. I'm paying nearly 60 dollars a month for what's supposed to 14mbs and at best for the most part all I'm getting is just over 1mbs.

2.)How long has this issue been going on?

This has been going on for almost two months.

3.)Is there a specific time of day that this issue is most prevalent?

No specific time. It's day and night. The only consistant thing about this, is that it's WAY slower than it should be - used to be.

4.)If this is related to internet connectivity (ie: NOT mail, usenet, etc) -do you have more than one computer?
If so, is the problem prevalent on both?
-do you have cable TV? If so, is there any reception degradation..what channels?

Problem covers everything related to the internet. Mail is slow, surfing is slow, streaming is deathly slow, choppy and stopping all the time.

I do have cable TV but this is not affected.

5.)Have you contacted customer support about this problem? If so, what did they say?

I have contacted customer support three times now and have followed all of their suggestions, unplugged, replugged. Reset, repositioned, replaced the modem. I've directly connected the computer to the modem, to the rounter, to other computers. Still the same thing. They say their signal is good, no problems.

6.)What troubleshooting steps have you taken to resolve this problem?

I've done every thing I've been told to do except cancel my cogeco account and go with another provider... yet.
Other helpful info:

-operating system, home network setup
windows 7 64bit

-line quality test
at best 1.4mbs for the most part with occasional short lasting spikes of better than 12mbs

-traceroutes
I don't know what this is

-speed tests (including Mountain Cable speed test)
I've used three. Cogeco, speedtest.net and the other one suggested on here. The readings are all the same.

My bad... I posed my repsonse before i saw the posting above it. there's a few more things i will need to add to this to make it complete. for the most part what i've posted is pretty much everything anyway. looking over the rest of the questions there's really not much more i can tell you except that i see i'm not the only one on here who's having this problem in Windsor and tech support really doesn't know what to do to fix it. up until this so-called upgrade to 14mbs and 80 gig cap there really was never a problem. so... go figure.

i will fill out the rest of the questions and post my answers tomorrow.

Thanks to all for your assistance. If I seem a little pissy, i'm sorry. this has been very frustrating...

reply to djb1962

said by djb1962 :

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-traceroutes
I don't know what this is

---

reply to djb1962

Tracert

reply to djb1962
Hi there... First off, thanks for taking the time to fill out the "20 Questions" It helps get a better understanding of the issue and rules out a few things.

Now, for a deeper look, I need your modem's MAC address (It's on a sticker on your modem you may see it listed as "CM MAC" or "Cable MAC"). You need to send it to me via PM (you need to create an account for this).

reply to djb1962
I have the same issues as OP, and I am as frustrated also.

1)What, specifically, is your issue?
I have very slow speeds, average of 2.5Mbps, I pay for the Ultimate 30 plan with Cogeco.

a) Is there a specific time that this issue is most prevalent?
No, I have done tests at random times of random days to offset for peak hours. The problem persists indefinitely, regardless of time of day or day itself.

b) How long has this issue been going on? (days, weeks, months etc)
I would say past 2 months.

2) Do you have cable TV? If so, is there any reception degradation..what channels?
Nope. I only subscribe for internet service.

3) Have you contacted customer support about this problem? If so, what did they say?
Yes, countless times. They've swapped out my modem with a new one and changed the metal adapter thing that sticks out of the wall to which you screw on the cable. I get fewer disconnect problems now, but speed is still extremely low.

4) What troubleshooting steps have you taken to resolve this problem? (aka: if you haven't tried to help yourself, why should *we* help you?)
Everything I could. Multiple speedtests from different sites, including the Cogeco speed test. Same poor results.
Connected to modem directly. Same poor results.
Performed amateur voodoo rituals on modem. Same poor results.

5) Info about you:
a) What city are you in?
Kingston

b) What is your operating system?
Windows 7, 64 and 32 bit. I've tested with both machines. Same poor results.

c) What is your home network setup? Provide details.
Belkin N wireless router, dynamic IP assigning. However I now test my speed by connecting directly to modem to eliminate wireless or router issues, which there are none, but still.

d) If you have more than one computer, is the problem occuring on all other machines?
Yes, including my Xbox and PS3. Netflix service is bad, very low quality, online gaming is brutal, lots of lag and connection issues.

e) Are you running a firewall of any sort? Have you ever installed one? Did you try to turn it off during troubleshooting?
Yes, and Yes. Windows firewall, and Avast.

I will post trace and speedtest results if I get a reply to this from anyone that could help.

There, there it is...." Netflix service...".... how dare you are using cogeco property to bypass cogeco's money-printing service? The penalty is well deserved!

lol. then i guess im glad they don't know about my DirecTV satellite service.

reply to djb1962
I have also been having issues with Cogco now for a little while. I am in Windsor in the east end off of Pillette Road. Tonight my connection is getting real slow. I am an IT guy and have looked at everything on my end and it looks okay. I have bypassed the router and have my two home computers plugged just into a switch with the cable modem plugged into that. My speedtests seems a little slow. About 7.3 Mbps for upload and 0.97 download. I know for awhile ago when I had issues with speed it was because of my cable modem and after it was replaced, I was getting just a little over 10Mbps download speeds. I know a coworker who has Cogeco internet also in Windsor and he was having some flaky DNS issues where he couldn't resolve our companies DNS VPN hostname. I could, but he couldn't and we were both pointing to the ame DNS servers. He had no issues before that day.

I guess it is time to place another support call. My wife is doing some early moring after hours work via VPN and needs to have this connection stable. So far it seems okay, but I am not really trusting it now.

Sean