So the new ATPIA speeds kicked in and low and behold, issues. I wasn't expecting smooth, but I wasn't expecting the phone call I got this morning either... (will get to that)
I started having very erratic speeds, both up and down, but mostly down, on the 45/4 profile. On 28/1, it was going perfectly. I mean, straight perfect. I posted in the forums (direct) and was told they would look into things, but in the mean time I needed to reset my modem, and follow all the generic steps. No problem, done. Then called in because it became unusable at points, either through my router or directly to the modem. They asked me the questions top to bottom of the list below, which I answered fully. Then at the end of the call, they ask that I email them everything again (so now this is the second time I am doing it) of the exact information I just went though with them...
I then was told to wait til they call me back. I got that call this morning, saying that because my firmware is older, rogers wont help me "troubleshoot" until it's updated. WTF. So the TSI person says either I go to Toronto to get someone from the forums to update it, or I buy a new modem?
This is blatant shit service. I call shenanigans on having to buy yet ANOTHER "new" modem for a speed upgrade, even though my 6121 is perfectly capable of the 45/4 (though someone in TSI or rogers land doesn't think so, or is incapable of providing.
What options aside from those two do I have here? I won't go on a "proud user for blah blah years" sell, but this isn't right.
Dear K
an effort to get the issue resolved, can you please complete some troubleshooting with us?
Please note we need this information gathered and testing done while your service is experiencing difficulties. If your issue is an intermittent one, please complete this during a time when there is an issue with the service.
If you are not comfortable completing these steps, please do not hesitate to give us a call at 1-877-357-2889. Our technical support agents would be happy to walk you through this over the phone.
Please hook your computer up directly to the modem with an Ethernet cord, effectively bypassing any routers or other equipment
Unplug power to the modem for at least three minutes, and then plug it back in
Navigate to the webpage: www.speedtest.net and click on Begin Test
Please record your results:
Ping:
Download:
Upload:
Second speed test: We also require speed test results from a secondary test. Please navigate to www.speakeasy.net/speedtest/ and select a city closest to you from the "Choose A Location" area. Please record the results:
Download:
Upload:
If this resolves your speed problem, it is likely that the router was the cause, or another computer on your network was using bandwidth. The internet appears to be working properly. However, if your speeds are still slow, please continue troubleshooting.
The next thing we need is your IP Address information. This can be obtained from:
Windows: Start > All Programs > Accessories > Command Prompt > ipconfig /all
MAC: Apple Button > System Preferences > Network > Ethernet
Please include as much of the following as you have available:
Physical Address -
Dhcp Enabled -
Autoconfiguration Enabled -
IP Address -
Subnet Mask-
Default Gateway (called Router on MAC)-
DHCP Server -
DNS Servers -
Primary -
Secondary -
Lease Obtained-
Lease Expires -
We will need the power levels from your modem. To get them, please follow these instructions:
Hook a computer directly to the modem with an Ethernet cord, bypassing any routers or other devices
Open a web browser on the computer and enter 192.168.100.1 in the address bar and hit enter
Click on Diagnostics or Signal
Please copy and paste all text on this screen, we cannot use a "screen shot" as our system will not allow attachments.
For your information, ideal power levels are as follows:
Downstream/Forward Path Power Level: -11 to +11dbmv
Upstream/Return Path Power Level: 35 to 52dbmv
SNR/Signal to Noise Ratio: above 32db
Are your DNS servers set to obtain automatically?
Windows: this is found in Network Connections, by right clicking on Local Area Network and selecting "properties". Then, select IPv4 and click Properties.
MAC: Apple button > System Preferences > Network > Ethernet > Advanced > DNS
Factory reset the modem?
Thomson/RCA: Hold pinhole reset button for 10 seconds.
Motorola: In the modem page at 192.168.100.1, Click on Diagnostics, then click Reset All Defaults, ;; followed by Restart Cable Modem
Disable your firewall?
Windows: restart in safe mode?
Try another computer?
The following steps will involve ping and trace route tests.
How to Ping (50 times) and Trace Route:
(replace "google.ca" with the desired target)
Windows: Start > All Programs > Accessories > Command Prompt
Type: ping google.ca -n 50 (press enter)
Type: tracert google.ca (press enter)
MAC: Go > Utilities > Network Utility
Ping tab > Enter google.ca > Set ping number to 50 > Click "Ping"
Trace Route tab > Enter google.ca > Click "Trace"
Ping google.ca 50 times - Please paste results
Ping voip.teksavvy.com 50 times - Please paste results
Ping [Default Gateway -Windows- or Router -Mac- address from IP info above] 50 times - Please paste results
Trace Route to [Default Gateway -Windows- or Router -Mac- address from IP info above] - Please paste results
Trace Route to google.ca - Please paste results
Trace Route to voip.teksavvy.com - Please paste results
Thanks for choosing TekSavvy and please don't hesitate to email us back or give us a call at the number below if you have any further questions!
Justin
Online Services Team
Teksavvy Solutions Inc
TOLL FREE: 1-877-779-1575
http://teksavvy.com
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I hate rogers and their CRAP tech. support... But, MAJOR kudos to the TekSavvy team!
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