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Question

How to diagnose my network?

Sep 8, 2018 8:10PM PDT

Hi there,

I recently moved to a new unit in a condominium in Toronto. The guy from Rogers (the Internet Service Provider) has recently installed internet in my unit but it doesn't work properly: it's very slow... When I test my connection on Speedtest everything seems perfect but in reality the connection is very slow. It's like I loose the internet signal for 5 seconds every 10-15 seconds and then the internet is back and again I loose the signal 5 seconds and so on. I noticed my ping is not good and presents some pics sometimes: some pics at 800 ms...

Please find below my results from speedtest and meter.net:

http://i67.tinypic.com/5bsdvc.jpg
http://i64.tinypic.com/j8pb7r.png

Regarding my settings:
- Provider: Rogers
- Plan: Ignite 60u (60 Mega download and 10 Mega upload)
- Modem: Hitron
- Network: fiber

Below my hardware:

http://i64.tinypic.com/4vizc3.jpg
http://i66.tinypic.com/ic2su8.jpg
http://i68.tinypic.com/29fvzol.jpg

I spoke with my neighbours on the same floor in the condo and they experience the same issue. In their case, the technicians from Rogers came three times, changed the hardware and everything but the issue is still here. Which is odd is that we have a public wifi in the amenities and it works perfectly without slowness.

My questions are:
- What do you recommend me to do to diagnose my internet connection: what tests do you recommend do with which websites/softwares? If a technician comes I want to be aware of the issue and support him if possible.

- Do you think the ping is the only cause of this slowness? What can I do to reduce the ping?

Thanks in advance fro your response and your help!

Cheers !

Discussion is locked

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Clarification Request
I didn't see any mention of the Ethernet ports.
Sep 9, 2018 9:15AM PDT

I see 4 unused Ethernet ports. Test with a wired connection. If that works then an option is to use your own router since those modem and all in one boxes can have iffy WiFi.

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Answer
Condo Internet Connectivity is Intermittent
Sep 10, 2018 12:52PM PDT

The slowness and dropping of the Rogers Cable Internet in your new Toronto condo is likely a Cable Internet infrastructure issue at your condo building. It is best to bring this up with the condo building's management. Since others are having similar problems, management staff could file a request to Rogers to look into the intermittent connectivity and slow speed of their clients' Internet.