Company Forums » Companies beginning with A » Acanac > Not even getting close to 24Mbps...

reply to shockwave007

Re: Not even getting close to 24Mbps...

reply to shockwave007
First off, I absolutely did not receive ANY following emails after the first one sent by Glenna. This is the first reply I see from YOU.

Again, my question was NOT answered. (Is it so hard for one of your guys to answer it?) I didn't request for a DOCSIS 2.0 vs. DOCSIS 3.0 explanation. I'm quite aware of what the DOCSIS specs are and if I'm not mistaken, DOCSIS 2.0 supports 42.88Mbps. Aside from that, I don't know where the "tech support" gotten SB51010N because I clearly stated SB5121 - but anyhow, still a DOCSIS 2.0 (again, capable up to 42.88Mbps!)

I really don't have to point this out, but the highest package offer is 24Mbps - which obviously a DOCSIS 2.0 can easily support. This was again mentioned in my call with one of the "tech support"...

Please, just answer my question and provide me a confirmation and this whole issue can really, just be resolved. I really don't understand why it's so hard to give me this info... I really don't???

I don't know if you're in a Rogers area, but they won't push more than 15 to DOCSIS 2 modems, even though the modem may be capable of doing it, they won't. It's their way of forcing everyone to DOCSIS 3 equipment to get the higher speeds.

I know this doesn't answer your profile question but I hope it helps explain the speed difference.

Fourboxers is right and yes our installers are Rogers for Cable internet.

Sockwave it is hard for me to give you an answer to this because like I have told others I have absolutely no access to Cable internet accounts and can't see what is going on with them. All I can do is pass on the messages and ask politely for them to help you which I have done. I know this sounds like a cop out but it isn't. If I could help you more I certainly would.

reply to shockwave007
@fourboxers: Thanks for your reply... Please let me know how they are able to distinguish what version of DOCSIS I have on my end before sending the request on which profile it is that the cable modem is to download from the TFTP server.. From my understanding, it should not matter what version you have, be it 2.0 or 3.0 - whatever the customer has purchased as a package, that should be the profile you should receive. Not less. Especially not informing the customer of this practice and charging them more.

So after all the back and forth conversation with the so called tech support, I finally got an answer. To no surprise, it seems as though my speed caps are indeed, set lower.

Please refer to the following ticket:

Glenna - Cable Support:

Hello,

You have it backwards:

Motorola SB51010N SB5120 SB5100 SB5101- all DOCSIS 2.0 not recommended for the 15/24 Mbps profiles.

The Thomson DCM 475 DOCSIS 3.0 models and
The Motorola Motorola SB6120 SB6121 - all DOCSIS 3.0 recommended for the 15/24 Mbps

Q.) I need from you the following confirmation and screen shot of the cable modem configs from you. This is really important as I believe my speed caps are set incorrectly and that this is most likely the issue. To help save time in troubleshooting, please provide the cable modem statistics on the speed caps.

A.) Device configuration: you can access the Web-based configuration page by entering in the URL address text box the following: »192.168.100.1
-please ensure the modem is connected directly to your PC/MAC and there you can access the modem configuration page.

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15M service??? Do you guys even offer that?! If Acanac don't recommend DOCSIS 2.0, why sell it to people? Anyways, getting back on topic...
-----

My response:

Hello,

You are again, mistaken. Going to the management page does not display the configuration caps of the modem. The caps are only able to be seen and set on the ISP side. Please do not ask for a screen shot to prove my point because I have remote manage the cable modem already and to find no avail of the speed caps. The config file must be checked from the TFTP server from provider's side, which is your side. You need to ensure the correct config file is pushed to my cable modem - the one with 24Mbps set. That's all the confirmation I'm asking from you. Please just assist with this simple task. That's all I'm asking. Please. Thank you.

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Glenna - Cable Support:

Hello,

We don't have access to what you are requesting!

Update from Carrier/ISP as follows:
*Speed caps* Modem provisioned correctly as Tier4_16M

Same:Device configuration: you can access the Web-based configuration page by entering in the URL address text box the following: »192.168.100.1

If you are experiencing slow speeds: Please provide the diagnostic test results so we can submitted to Carrier for further investigation.

wailit@gmail.com Jan 23, 2012 [Fwd: Acanac Slow Speed Diagnostic Test]WOZ-55651

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My response:

Hi,

As I suspected, I was correct. The information you just provided me clearly indicates that my speed caps are set INCORRECTLY! You just gave me the information! Did you actually take the time to read the response?

"Update from Carrier/ISP as follows:
*Speed caps* Modem provisioned correctly as Tier4_16M"

Tier4_16M!!! That should be set to 24M!!! I'm paying for a 24Mbps service, not 16Mbps!

Please please please ask the carrier to switch me to the correct 24M profile...

All of this confusion could of been cleared up if you would of just took the time and listen to me. I attention on this matter is greatly appreciated.

Thank you.

-----

I really hope this Glenna person complies with my request and to actually call up Rogers to get this fixed. It's really a big headache when you know what the problem is but you can't do anything about it because everything has to go through these "tech support" and they are reluctant to help you out. Is it because they are simply lazy? Or clueless in their job? Not sure....

Since Rogers has to provision the modem they know whether it is a docsis 2 or 3 and will only allow the docsis 2 modems to receive a maximimum of 15 down. Not sure if it's because of the channels the modems use or what.

reply to fourboxers

reply to shockwave007
@Lynn: If this is the case, there is no point in me subscribing for the 24Mbps package. How do I downgrade to the 12Mbps and get a refund for the difference as I have already paid in full, upfront? Please tell me that's possible...

Sure it is possible. Send an email to billing@acanac.com and tell them you want to downgrade to the 12Mbps. service. If you can get hold of a Thompson DCM 475 DOCSIS 3.0 models modem though that is the one we are supporting now.

reply to shockwave007
Well, I kinda wish this was mentioned at the time of the ordering. Because no where was I informed about this DOCSIS 2.0 not able to be placed on the 24Mbps profile at the time of ordering.

That should honestly be put on the main site to everyone is aware of that...

Thanks...

I think it probably will be as there is new plans and promos coming out in the next few days Paul said. So that means the website is going to have to be changed around too.

reply to shockwave007
ouch,
'cause I have a funny feeling, (...long story short...), that no matter what Rogers, 3rd-party-Rogers, blah, blah, it's ALL gonna be the same trip. !?
mmm,
This is NOT good news, obviously. ?

reply to shockwave007
Yuuuuppp.. There's pretty much nothing you can do about it.. Especially talking to their tech support - don't expect anyone that is highly technical...

I still don't understand why even if a DOCSIS 2.0 supports up to 42Mbps, they will only push out 12Mbps at most and not 24Mbps (even if you place the order). Cause obviously it can support it..

No chance of winning, they control the network...

Shockwave it is NOT us that won't push it through. You are right. Your modem is capable of it but we rent the cable from Rogers and they will not push it through.