SG Broadband Community

Ok heres an email i fired off to rogers (local cable isp )
which basically sums up my problem.

---------------------------------------------------------------------------------
I have been using the internet for over a year, (even when shaw started ) , and I have been receiving slow speeds ever since. I tried calling, but nothing was done about my area as of yet. I have also noticed that the speeds are slow not just for me but some of my friends/neigbours in this area experience similar slowdowns in speed. The ping and latecy are high for broadband, (as shown in the folloiwing examples. I also never get over 100k per second downloads ( not 100 times faster then 56k, not even 20 times as you have advertised) .

My uploads are often less than 10k, and often pings are >250ms which is horrible. The high ping makes for sluggish surfing and also makes internet games hard to play. (feels much like dialup).

Also I have had my cable line checked and was assured that that was not the source of my problems. Here are some examples of my slow speeds.

Pinging http://www.download.com [64.124.237.148] with 32 bytes of data:

Reply from 64.124.237.148: bytes=32 time=303ms TTL=235
Reply from 64.124.237.148: bytes=32 time=433ms TTL=235
Reply from 64.124.237.148: bytes=32 time=310ms TTL=235
Reply from 64.124.237.148: bytes=32 time=285ms TTL=235

Ping statistics for 64.124.237.148:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 285ms, Maximum = 433ms, Average = 332ms

tracert to http://www.yahoo.com

Tracing route to http://www.yahoo.akadns.net [216.115.102.76]
over a maximum of 30 hops:

1 47 ms 35 ms 174 ms mcr4.mtmc.phub.net.cable.rogers.com [24.100.18.1
]
2 217 ms 246 ms 359 ms 24.112.249.161
3 435 ms 207 ms 204 ms gw01.esna.phub.net.cable.rogers.com [66.185.81.1
65]
4 208 ms 41 ms 114 ms gw02.mtnk.phub.net.cable.rogers.com [66.185.80.1
81]
5 224 ms 110 ms 117 ms gw01.mtnk.phub.net.cable.rogers.com [66.185.80.1
73]
6 150 ms 121 ms 167 ms gw02.wlfdle.phub.net.cable.rogers.com [66.185.80
.149]
7 653 ms 268 ms 276 ms 66.185.81.42
8 490 ms 202 ms 208 ms c1-pos10-0.bflony1.home.net [24.7.79.45]
9 148 ms 138 ms 132 ms c1-pos3-0.washdc1.home.net [24.7.69.41]
10 250 ms 125 ms 129 ms c2-pos10-0.washdc1.home.net [24.7.78.178]
11 391 ms 252 ms 340 ms pos6-1.core1.Washington1.Level3.net [209.0.227.1
17]
12 216 ms 61 ms 114 ms ae0-56.mp2.Washington1.Level3.net [64.159.18.162
]
13 535 ms 190 ms 171 ms so-2-0-0.mp2.SanJose1.Level3.net [64.159.0.218]
15 * * * Request timed out.
16 255 ms 304 ms 310 ms ge-2-3-0.msr2.pao.yahoo.com [216.115.101.46]
17 293 ms 131 ms 500 ms vl21.bas2.snv.yahoo.com [216.115.100.229]
18 342 ms 201 ms 155 ms http://www.yahoo.akadns.net [216.115.102.76]

Trace complete.

Here is a speed test i found on dslreports a popular broadband site. (http://www.dslreports.com/stest?loc=2)

Test running.........
** Speed 480(down)/93(up) kbps **
(At least 9 times faster than a 56k modem)
Finish.

9 times, it should be faster then that ,esp upload. I am sure the problem is not just with my computer as speeds fluctuate greatly depending on the time of day , and i can sometimes acheieve faster speeds (at 3am or other weird times of day). But it is not fair to me to schedule my day any differently just to get 'adequate' speeds . Plz look into the problem. I know alot of people have cable in this area and the servers/nodes must be overloaded. On your site you claim to be better then your competetors and will upgrade / fix the problems as they arrise. I hope you can keep your end of the deal.




I have even tried registry tweaks which have had little effect on the speed of my connection. It has reached a point where i am considering switching to Bell DSL (which seems to be better in my area)

Thanks for reading all this, I await your response.

------------------------------------------------------------------------------------
All I want to know is if there is anything I can do to force them to fix my internet. They have been inactive in doing anything for the past 6 months, and i've become incresingly frustrated with the service. Is there any way i can sue / or force them to conpensate me for the slow speeds. (as well as those of my neibhours)

Heres a quote from the rogers website.


By the time cable modems come even close to stressing existing cable network capacity, the resulting revenues will more than cover expansion options such as subdividing nodes or adding channels..

http://www.shoprogers.com/store/cable/A ... hared_fast

Cable has both the amazing broadband capacity and the efficient system management to keep high speed Internet access on high speed. Your local cable infrastructure does not become a gating factor in speeds. Before a neighbourhood could experience speed issues due to congestion, Rogers @Home would have split the area into smaller user groups through installation of additional "nodes". A node is a segment of the cable network where the wiring is converted from coaxial cable to fiber optics. As more customers join the Rogers @Home service, we can continue to add more overall bandwidth by segmenting additional nodes and ensuring that customers will experience a consistently high-speed connection to the web.

another quote

BULL**** I SAY.. I wanna give a big f-u to the incompetents at rogers for putting this bs up on thier site, trying to win over customers. In fact they have a sale going on right now (100 bucks rebate) , why TRY TO OVERLOAD THE SERVERS any more then you have?

First they should fix their current system before adding users.

common theres gotta be something I can do.
btw dsl is not an option.

no ideas, Im SURE that this has happpened to some of you before.

I am Adelphia user and I share your outrage. I wish there was DSL here, I mean I am ready to drop those money thirsy suckers for anything but Dial-Up. Gimme a good DISH service for and I am ready. Recently they just switched to their own network from Sprint to . Check this speed... ridiculous

C:\WINDOWS>ping http://www.download.com

Pinging http://www.download.com [64.124.237.148] with 32 bytes of data:

Reply from 64.124.237.148: bytes=32 time=311ms TTL=240
Reply from 64.124.237.148: bytes=32 time=338ms TTL=240
Reply from 64.124.237.148: bytes=32 time=269ms TTL=240
Reply from 64.124.237.148: bytes=32 time=294ms TTL=240

Ping statistics for 64.124.237.148:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 269ms, Maximum = 338ms, Average = 303ms

Or this one:

C:\WINDOWS>tracert http://www.yahoo.com

Tracing route to http://www.yahoo.akadns.net [64.58.76.222]
over a maximum of 30 hops:

1 10 ms 21 ms 11 ms 10.15.48.1
2 * 9 ms 9 ms 24.49.133.26
3 13 ms 19 ms 40 ms 10.126.11.13
4 47 ms 52 ms 50 ms atm5-0-0.65.spr-atl-atm-1.adelphia.net [64.8.30.
129]
5 * 53 ms 60 ms pos4-1.atlaga-rdra-12012.network.adelphia.net [6
4.8.29.21]
6 48 ms 50 ms 48 ms 64.31.165.5
7 52 ms 52 ms 47 ms g1-01-01-00.r0.atl00.adelphiacom.net [66.109.8.1
29]
8 53 ms 47 ms 48 ms p3-00-00-00.n0.atl00.adelphiacom.net [66.109.0.1
53]
9 238 ms 253 ms 257 ms p3-01-00-00.n0.dfw00.adelphiacom.net [66.109.0.4
2]
10 239 ms * 216 ms p3-00-00-00.r0.dfw00.adelphiacom.net [66.109.0.1
62]
11 234 ms 212 ms 217 ms g1-00-00-00.p0.dfw00.adelphiacom.net [66.109.12.
134]
12 227 ms 209 ms 235 ms gige2-1.ipcolo2.Dallas1.Level3.net [63.209.52.29
]
13 250 ms 264 ms 237 ms gigabitethernet11-0.core2.Dallas1.Level3.net [20
9.244.15.101]
14 284 ms 244 ms * so-4-1-0.mp1.Dallas1.Level3.net [209.247.10.101]

15 282 ms * * so-3-0-0.mp2.Atlanta1.Level3.net [64.159.1.46]
16 242 ms 236 ms 254 ms pos9-0.core1.Atlanta1.Level3.net [64.159.3.65]
17 246 ms 233 ms * ibr01-p4-2.atln01.exodus.net [216.32.173.93]
18 255 ms 245 ms * bbr01-g2-0.atln01.exodus.net [216.35.162.3]
19 * 290 ms 313 ms bbr01-p6-0.hrnd01.exodus.net [206.79.9.50]
20 272 ms 277 ms * bbr02-p6-0.stng01.exodus.net [209.185.249.137]
21 260 ms * 277 ms dcr03-g10-0.stng01.exodus.net [216.33.96.161]
22 286 ms 282 ms 273 ms csr22-ve243.stng01.exodus.net [216.33.98.26]
23 * 286 ms 252 ms 216.35.210.126
24 272 ms 283 ms 275 ms www9.dcx.yahoo.com [64.58.76.178]

Trace complete.

I am surprised this thing even works with this speeds... Geez what a shame. And to pay $45 bucks a month for it, I am desperate...

Oh I forgot to post speed test results:

BUAHHHAHAHAHHAHA

** Speed 25(down)/33(up) kbps **
About modem speed!
Finish.

(No its not a modem its a CABLE modem)

Ouch that REALLY is pretty bad. I think you gotta keep complaining.

just FYI , the isp i am refering to is Rogers , in the GTA (Greater Toronto Area)

I have shaw@home aswell

when I pinged http://www.download.com with MS-DOS Prompt I got the following

Minimum 140ms Maximum 186ms Average 160ms

try the following

go into ur ethernet adapter and configure it to show this

Early Tx Threshold: 60
Link Speed/Duplex Mode: 10 Half Mode
Link-up Wakeup: Disable
Network Address: Not Present
PME Enable: Disable

and try changing your DefaultRcvWindow to 64240

go into your control panel then click on network then select your NIC TCP/IP go to the WINS Configuration tab and make sure that Disable WINS Resolutions is selected.

My feelings on this are as follows; Companies listen best when their revenue is removed. I'd send them a follow up e-mail stating they have been unresponsive and their service is atrocious. Find as many e-mail addresses as you can in management if it's possible at all, and tell them you are leaving for said competitor. If that doesn't get a response, nothing will, and they are obviously telling you they don't care by failing to respond. Good luck with it.

~S

http://www.dslreports.com/forum/rogers
u'll get more help here... ur phub is highly congested... u should call rogers and ask them for a docsis modem... the docsis cmts's are almost empty cuz they were only installed like a few months ago... u'll get better pings and way better speeds

I have Rogers @home in Toronto as well... I noticed my speeds severely dropped just last week... I called a so-called technician and we went through several steps... resetting the modem, pinging different sites and running some speed tests from various websites... In the end I told him I'm not getting anywhere near the advertised speed on there website (1.5MB/192KB), which is why I got the service... He had the nerve to say as his answer 'your internet connection is actually faster than mine'... I told him 'you should complain as well but what is Roger's planning on doing to correct this error? You raised the service by $5/month and you decreased the service'... 'What gives? The service is like a dial-up connection... The only time a customer should experience a drop in service is when you are doing maintenance... I even explained further that my tests were run at 3 a.m. when traffic is extremely low... He said 'I'm very sorry you are unhappy with the service but you are running at optimum speeds'... 'No I'm not, I just finished telling you my speeds were 4 times faster last week'... At this point I knew I wasn't going to get a satisfactory answer from him so I asked him for his name and actually thanked him for his time (I'm not a rude person after all)... Never let them know they are going to be getting in trouble... Never...

I am sending a registered letter to the CRTC who is an independent agency responsible for regulating Canada's broadcasting and telecommunications systems. I will be stressing 2 key points... First, false advertising misleading the public... Second, price increase... The letter I received from Roger's explained the price increase of $5.00 a month was for 'improvements to the network'... where are they? Service has decreased...

Here is the information regarding the CRTC should you feel like writing them as well... They will respond to your registered letter in 10 business days...

Telephone (toll-free) 1-877-249-CRTC (2782)

55 St. Clair Avenue East
Suite 624
Toronto, Ontario M4T 1M2
Tel: (416) 954-6271

I hope this helps you...

P.S. Just in case you didn't know, the CRTC had to improve the Roger's price increase... Just like when Bell Canada feels the need for more money... Everything related to broadcasting and telecommunications must be approved by them...

phatphunky

Originally posted by phatphunky
I have Rogers @home in Toronto as well... I noticed my speeds severely dropped just last week... I called a so-called technician and we went through several steps... resetting the modem, pinging different sites and running some speed tests from various websites... In the end I told him I'm not getting anywhere near the advertised speed on there website (1.5MB/192KB), which is why I got the service... He had the nerve to say as his answer 'your internet connection is actually faster than mine'... I told him 'you should complain as well but what is Roger's planning on doing to correct this error? You raised the service by $5/month and you decreased the service'... 'What gives? The service is like a dial-up connection... The only time a customer should experience a drop in service is when you are doing maintenance... I even explained further that my tests were run at 3 a.m. when traffic is extremely low... He said 'I'm very sorry you are unhappy with the service but you are running at optimum speeds'... 'No I'm not, I just finished telling you my speeds were 4 times faster last week'... At this point I knew I wasn't going to get a satisfactory answer from him so I asked him for his name and actually thanked him for his time (I'm not a rude person after all)... Never let them know they are going to be getting in trouble... Never...

I am sending a registered letter to the CRTC who is an independent agency responsible for regulating Canada's broadcasting and telecommunications systems. I will be stressing 2 key points... First, false advertising misleading the public... Second, price increase... The letter I received from Roger's explained the price increase of $5.00 a month was for 'improvements to the network'... where are they? Service has decreased...

Here is the information regarding the CRTC should you feel like writing them as well... They will respond to your registered letter in 10 business days...

Telephone (toll-free) 1-877-249-CRTC (2782)

55 St. Clair Avenue East
Suite 624
Toronto, Ontario M4T 1M2
Tel: (416) 954-6271

I hope this helps you...

P.S. Just in case you didn't know, the CRTC had to improve the Roger's price increase... Just like when Bell Canada feels the need for more money... Everything related to broadcasting and telecommunications must be approved by them...

phatphunky

crtc doesnt do anything about this ****... its pointless... so many ppl in other forums complained to them about rogers... they didnt do anything
i think some1 has been told that the crtc doesnt have any control about cable internet

You said the CRTC will do **** about it...

The CRTC HAS to do something about it or at least acknowledge your request...

If you have sent them a registered letter and 10 business days have passed with no response... Call them to see where in the process your resquest is... Get the name and direct number of the person who is looking into it and continue to deal with that person until a satisfactory answer is given...

If, like you said, they do not regulate internet connections by cable, then they will tell you who does... but I would find that hard to believe... As long as the signal is going through a communication device, they are the one's who will regulate it...

For me I'm waiting the 10 days and I will post my findings here as I receive them...

phatphunky

Everyone here is scaring me witht heir cable modem woes. I am currently on bell sympatico DSL and I am 6.1KM away from their central office. I get speeds of 500/500 and I am a regular HSE user, not an ultra user. My pings are very good, Cogeco will be installing cable internetr network in my area VERY shortly and I was thinking of switching to improve my download speeds. After hearing all this I'm thinking I won't because of these astronomical pings. I play lots of online games so this will be a huge factor. However, the network will be new and probably not overloaded because DSL has been in our area a few years so many people are already signed up on this. Should I switch or no?

Tracing route to http://www.yahoo.akadns.net [64.58.76.176]
over a maximum of 30 hops:

1 12 ms 15 ms 14 ms HSE-Montreal-ppp138026.sympatico.ca [64.228.193.
1]
2 15 ms 15 ms 15 ms dis10-london14-Vlan100.in.bellnexxia.net [64.230
.238.66]
3 15 ms 15 ms 14 ms core1-london14-Gigabite4-1.in.bellnexxia.net [64
.230.240.173]
4 14 ms 15 ms 15 ms core1-toronto63-pos9-3.in.bellnexxia.net [64.230
.242.90]
5 15 ms 14 ms 15 ms core4-toronto63-pos0-1.in.bellnexxia.net [64.230
.242.97]
6 30 ms 30 ms 30 ms core3-montreal02-pos0-3.in.bellnexxia.net [206.1
08.107.186]
7 30 ms 46 ms 45 ms core2-newyork83-pos0-0.in.bellnexxia.net [206.10
8.103.214]
8 30 ms 46 ms 30 ms bx2-newyork83-pos4-0.in.bellnexxia.net [206.108.
103.198]
9 30 ms 30 ms 46 ms 206.108.108.126
10 30 ms 46 ms 30 ms 216.74.171.18
11 46 ms 46 ms 46 ms bbr01-p0-0.stng01.exodus.net [216.32.132.193]
12 46 ms 46 ms 46 ms dcr01-g6-0.stng01.exodus.net [216.109.66.7]
13 46 ms 46 ms 46 ms csr22-ve243.stng01.exodus.net [216.33.98.26]
14 46 ms 46 ms 45 ms 216.35.210.126
15 46 ms 46 ms 46 ms www7.dcx.yahoo.com [64.58.76.176]

My highest ping 46 ms, not bad.

Pugh,

if it ain't broke, don't fix it