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saphier

@rogers.com

Stuck on DOCSIS 2 speeds?

Hi,

I'm on express. I'm out of ideas for this issue. Few (3-4) days ago I switched from my old docsis 2 modem to a new docsis 3 modem. So I expected the speeds to go from 12mbps->25(18)mbps, but it seems my speeds are still stuck at the 12mbps tier.

I've verified with Rogers that I'm on the correct provision for the speed. Also swapped out the Cisco DPC3825 to a Hitron model, but it seems still unable to break that 12mbps speed. My SNR is also around 40 db on all 8 down streams.

So maybe one of you guy has another idea for something I can try!


elitefx

join:2011-02-14
London, ON
kudos:2
said by saphier :

So maybe one of you guy has another idea for something I can try!

Sadly, this is what I've been talking about for months. Problem is, Rogers can't deliver what they're selling now. Some areas are okay. The rest of us are screwed.

There's not much you can do about it except make sure your cat5 or cat6 cable is connected to the 10/100/1000mbps gigabit port on your motherboard and check your ping times to make sure it's not a line problem.

Rogers will probably get it figured out sometime but with this massive overhaul of the Rogers network it could be months or years till we're all getting what Rogers thinks they are distributing.

Don't get suckered into Rogers modem swapping scam. These things are tested at the factory and maybe 10 out of a thousand are faulty, if that.

saphier

join:2012-11-10
Yeah, I didn't really believe it to be the modem as well, but I figure I would give the CSR the benefit of the doubt and attempt the one last fix.

But yeah, network is gigabit throughout the wired connection which I'm using to test, so I can eliminate problems on the user end.

I guess if I'm getting this speed on Rogers it means i'll probably get the same type of speed on the other cable providers in my area, since they lease their lines from Rogers? The icing on the cake at the very least is that they have less cost for more bandwidth.

technocar2

join:2009-05-29
Brampton, ON
kudos:2
reply to saphier
said by saphier:

Hi,

I'm on express. I'm out of ideas for this issue. Few (3-4) days ago I switched from my old docsis 2 modem to a new docsis 3 modem. So I expected the speeds to go from 12mbps->25(18)mbps, but it seems my speeds are still stuck at the 12mbps tier.

I've verified with Rogers that I'm on the correct provision for the speed. Also swapped out the Cisco DPC3825 to a Hitron model, but it seems still unable to break that 12mbps speed. My SNR is also around 40 db on all 8 down streams.

So maybe one of you guy has another idea for something I can try!

Wired or wireless?
Any router behind the modem?
Also post your signal level from modem.

And ignore elitefx's post he doesn't know what he is taking about, instead of helping you he will blame everything on rogers.

saphier

join:2012-11-10
said by technocar2:

said by saphier:

Hi,

I'm on express. I'm out of ideas for this issue. Few (3-4) days ago I switched from my old docsis 2 modem to a new docsis 3 modem. So I expected the speeds to go from 12mbps->25(18)mbps, but it seems my speeds are still stuck at the 12mbps tier.

I've verified with Rogers that I'm on the correct provision for the speed. Also swapped out the Cisco DPC3825 to a Hitron model, but it seems still unable to break that 12mbps speed. My SNR is also around 40 db on all 8 down streams.

So maybe one of you guy has another idea for something I can try!

Wired or wireless?
Any router behind the modem?
Also post your signal level from modem.

And ignore elitefx's post he doesn't know what he is taking about, instead of helping you he will blame everything on rogers.

Wired, with a E4200 behind the modem.

Signals (on dpc3825 - hitron seems to have an inaccessible status page in bridge mode) were around 40db SNR on all down 8 channels, with the power being around 3 the dbmv range. Don't remember the upstream channel strength, but upstream isn't the issue.

technocar2

join:2009-05-29
Brampton, ON
kudos:2
reply to saphier
Expand your moderator at work

saphier

join:2012-11-10
reply to technocar2

Re: Stuck on DOCSIS 2 speeds?

said by technocar2:

Try »192.168.100.1

First thing I tried! Didn't work unfortunately with the Hitron. But the numbers should be the same. I checked before I ditched the DPC3825 for the Hitron this morning.

The hitron just does not seem to want to give me the status when it is fully connected for one reason or another. But the levels should not be that much different - same location, just different modems a few hours later.

technocar2

join:2009-05-29
Brampton, ON
kudos:2
said by saphier:

said by technocar2:

Try »192.168.100.1

First thing I tried! Didn't work unfortunately with the Hitron. But the numbers should be the same. I checked before I ditched the DPC3825 for the Hitron this morning.

The hitron just does not seem to want to give me the status when it is fully connected for one reason or another. But the levels should not be that much different - same location, just different modems a few hours later.

The reason why I want to know upstream numbers and modem log are because if rogers is conducting tests in your area for upstream bonding it could cause speed issues that result from node stability.

Another thing you could try is connect your computer directly to the modem without the router and then check. And connect the computer to port 1.

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4
reply to saphier
You indicated in another thread that you have the Express package with 300gb. At this time that tier is provisioned at 12mbps and there have been no announcement made about any increase for that specific tier.

saphier

join:2012-11-10
reply to technocar2
said by technocar2:

said by saphier:

said by technocar2:

Try »192.168.100.1

First thing I tried! Didn't work unfortunately with the Hitron. But the numbers should be the same. I checked before I ditched the DPC3825 for the Hitron this morning.

The hitron just does not seem to want to give me the status when it is fully connected for one reason or another. But the levels should not be that much different - same location, just different modems a few hours later.

The reason why I want to know upstream numbers and modem log are because if rogers is conducting tests in your area for upstream bonding it could cause speed issues that result from node stability.

Another thing you could try is connect your computer directly to the modem without the router and then check. And connect the computer to port 1.

Yeah I tried all that with the Rogers tech already. Tried it with the main computer, and my laptop. And for kicks I just tried it on a different cable outlet. Speed starts off nice with the speedboost activated, then slowly and surely it goes back to 12mbps (1.6~/Mbps on a test Win7 download from MS's servers).

As for the modem log, I would love to provide those, but like I said, Hitron's status page just doesn't seem to be working at the usual address.

technocar2

join:2009-05-29
Brampton, ON
kudos:2
reply to saphier
If you are getting speedboost then everything is fine and you are getting the correct speed for your 300gb plan. If you want higher speed then you need to get normal plan.

saphier

join:2012-11-10
said by technocar2:

If you are getting speedboost then everything is fine and you are getting the correct speed for your 300gb plan. If you want higher speed then you need to get normal plan.

Guess I will just chalk it up to non-knowledgable techs then, as they said it was perfectly possible for having this 300gb plan+18/25mbps dl. Oh well, I'll take this as a sign to say goodbye to Rogers .


elitefx

join:2011-02-14
London, ON
kudos:2
reply to technocar2
said by technocar2:

If you are getting speedboost then everything is fine ........

Yea, must make saphier feel all warm and fuzzy knowing he just blew $200 on a D3 Gateway his plan didn't require at all.

Must really boost his confidence in Rogers knowing he spent all that time talking to a tech and running tests and the Rogers rep didn't have the guts to tell him he was on a D2 Grandfathered plan.

Sure makes a statement about Rogers credibility, integrity and honesty when dealing with their unsuspecting customers.

Folks might think some of us are too suspicious and judgemental of Rogers...........a lot of us have learned the hard way.

aibojk

join:2004-05-25
Richmond Hill, ON
reply to saphier
Saphier,

Please keep us posted on what you found out from Rogers.

Thanks....

technocar2

join:2009-05-29
Brampton, ON
kudos:2
reply to elitefx
I'm pretty sure saphier is renting the modem, otherwise they wouldn't let him swap out the modem so easily.
Its not a Grandfathered plan; its a hidden plan designed to stop people from going over to the smaller ISPs, meaning people can still get that plan if the rep wants to give it out.

He is not a "unsuspecting customers" he knows very well he has express with 300GB for ~$48 while others would have to pay $150 for the same kind of usage. He wanted higher usage for less and that's exactly what he got, end of story. I'm betting he is on some kind of 2 yr contract which states he can't get anything other than the original express for the 300GB to apply, in which case he agreed to the terms of the deal. Regardless of how you look at it, rogers has him by the throat since he wants higher speed now, and rogers will not give it to him and they don't have to legally speaking, therefore he will have to break the contact and pay up big time. Win for rogers and that's exactly what they wanted. The lesson he should learn is that you should only go for discount deals from rogers not special plans as they will screw you when you don't like the plan you got. With discounts you have the option of changing plans and the discount still applies as they apply to service categories.

Also I don't blame rogers reps for not knowing the 300GB plan is hard set to 12mbps because logic would say express is express because said reps were not trained as retention reps.

Yep...this is typical rogers that we know and hate.

saphier

join:2012-11-10
Oh boy, seems like I have to clear some of the air around here.

1) I know I'm on a grandfathered plan because I was using a D2 modem from the old days of Extreme 10/1 (where you had to buy the modem). I was paying the $50 overage for "unlimited usage" until recently, when they upped the cap to $100/month, which prompted me to phone in to inquire if they would do anything about it - they switched me to a 300gb plan (this was in August). My contract expired already and they did not require me to renew it when they switched me over to the 300gb plan. I was getting 12mbps steady with speed burst on this plan.

2) I phoned in recently (a week ago) to see if I can, in exchange for a year's commitment, secure discounts to the service. I did. One of the offers that induced me into the contract was an increase in speed via upgrading my modem from D2 to D3 (this was the words of the retentions rep). I accepted based on that understanding and merrily went to collect my D3 modem (rental), to which I found out I still had D2 speeds. As of right now, I'm canvassing my options as I'm still within the 30 day cancellation contract provision. If Rogers cannot offer me the speed they promised, I will be most likely going elsewhere.

3) Actually, the tech I spoke to at first instance pretty much stated what technocar2 said - that because I was on the 300gb plan, I was stuck on the 12mbps download. He transferred me to retentions CSR, who told me that he was mistaken, and then transferred me to another tech which opened a "ticket" to reset my account to show 18/25mbps. I phoned in 2 days later, and the tech then confirmed that my account is set correctly on 18/25 mbps, but somehow I am still throttled to 12. Suggested I swap out the Cisco for the Hitron, and so I did. No luck. So again, it was a retentions rep that offered me the increase from 12 to 18, and another retentions rep that confirmed it is possible for 18/25+300 gb usage.

Anyway, that's my tale of woe. Let's try to keep things civil around here!

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4

1 edit
The speeds are tied to the product codes. No matter what tickets are launched, the speeds cannot be modified. The Express with 300gb is provisioned for 12mbps regardless of what these reps are telling you. You're getting exactly what you pay for. If you're not happy with that I suggest you call back in within 30 days to cancel your contract within the buyer's remorse period.


elitefx

join:2011-02-14
London, ON
kudos:2
reply to saphier
said by saphier:

Let's try to keep things civil around here!

Admittedly, the fur does fly here on occasion. But our goal is all the same. Getting at the truth.

And the only way to get at that truth is to shake the hell out of the Rogers tree..........

bt

join:2009-02-26
canada
kudos:1
reply to saphier
said by saphier:

1) I know I'm on a grandfathered plan (snip) they switched me to a 300gb plan.

That's not a grandfathered plan then, it's a new one because there is no way to get switched to a grandfathered plan.

aibojk

join:2004-05-25
Richmond Hill, ON
reply to elitefx
Saphier,

Any update? I am about to get this package but I don't want to be stuck at 12Mbps.

Aibo

technocar2

join:2009-05-29
Brampton, ON
kudos:2
said by aibojk:

Saphier,

Any update? I am about to get this package but I don't want to be stuck at 12Mbps.

Aibo

If you want higher usage you are better off with TPIA, if you want higher speed then rogers is the only option.

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4

2 edits
reply to aibojk
said by aibojk:

Saphier,

Any update? I am about to get this package but I don't want to be stuck at 12Mbps.

Aibo

This package is remaining at 12mbps at this time.

Let's not lose sight of the fact that this package is currently provisioned at 12mbps when the regular express was ALREADY at 18mbps. If it didn't get the bump to 18mbps, do we really think Rogers is going to bump this to 25mbps?


Zforgetabout

@rogers.com
I own a DOCSIS 2 modem @ 10 Mb/s.

I had a casual DOCSUIS 3 modem pre-purchase concern, and a Rogers rep immediately agreed I could try a provisioned rental DOCSIS 3 modem for up to a month, and make my own measurements.

Afterwards I could make an informed choice about a DOCSIS 3 modem and/or service purchase. If I didn't want to permanently change anything, then simply return the modem and re-provision my personal one.

I haven't yet done this as I'm currently satisfied with my 10 MB/s, but this seems a very reasonable low-risk approach.