Internet

[ronb]

This thread is to assist those who have recently been having extremely slow Uploading issues with their Dropbox service, whether paid or free.  There is a long thread over at Dropbox on this and started when we were not sure where the problem was originating from. But as of Dec. 17, we are realizing the problem is happening pretty much just with customers who use Rogers as their ISP.

Here is a link to the Thread for what has already been discussed: http://forums.dropbox.com/topic.php?id=49486

At the moment, we are deducing that it is highly possible that Rogers has some limitations in place, whether it is throttling of some sort or a weak link somewhere in the chain that is creating this slow Uploading problem to Dropbox client servers.  It shouldn't take over an hour to Upload a 3 meg photo.

To someone from Rogers: We need your assistance to help resolve this issue sooner than later.  Many of us are crippled in our businesses and personal use of simple file Uploads to Dropbox over the past week.  There have been scattered inquiries, complaints, and tickets that have started being addressed to Rogers Technical support and we are realizing that it needs to be escalated and brought to your attention much more.  I'm sure others will start posting here their issues until it is resolved.  As I mentioned in one of my post on Dropbox, it's like sending a TXT message on your cell phone and it arrives 6 hours later, or even the next day to the receiver.  Yes, the message gets there, but not in any reasonable or fair  time expected for the services we are paying to the carrier.

I'm expecting others won't be posting here purposely to bash Rogers since that's not the need of this thread.  We just want to hear back as soon as possible from Rogers any progress in assisting all of us resolve this problem sooner than later.  

Looking forward to a response or resolution to the problem soon.

Thanks

[zee]

I reported this problem and received this response from ROGERS:

"There has been no reported outage with customers accessing the web site dropbox.com."

(even though I did not report an outage- I reported upload slowness).

When I added that clarification I got this response:

"We have a database that will report known issues for the network, the
issue you are having with DropBox is not part of that database. I also
checked into the case you provided and the issue was determined to be
the DropBox software, not the connection and was closed."

So, it appears that ROGERS is in complete denial of there being an issue here. Meanwhile, DROPBOX is now pretty much useless to me now. I have another message back to support now, citing TICKETS from other users:

C49404361

C49748498

But they appear to have stopped responding to my tech support emails now.

[oppaudio]

I've been involved in the conversation on the Dropbox Forum and wanted to add my voice here as well.  I am an audio professional and Dropbox is absolutely vital to my business for file management.  I use it daily.

It's really no secret that there is a 'bandwidth crisis' in Canada right now, at least in some urban centers.  And it's also no secret that means are being developed to mitigate that crisis by targetting bandwidth hogs. 

My uploads to Dropbox are showing very clear signs of throttling - to the degree that it becomes effectively unusable.  I want to be clear that my experience is not best described as just 'slow uploads'.  They're, for all intense and purposes, being blocked.

Some others who have been experiencing this as well have reported that some Rogers tech support agents have suggested that Dropbox is being identified as a peer-to-peer file sharing site, and being throttled accordingly.

This would obviously be a very significant mis-identification.  And if left unaddressed by Rogers, there is no question that I would have to take my business elsewhere - staying wouldn't be an option.

If any Rogers ISP users reading this thread are NOT experiencing this interuption on Dropbox, please post as much here.  That's as important as posts from those with the problem.

[ShelleyM]

I'm in Ottawa, and have an Extreme Plus internet account with Rogers. I've been trying to upload 7 files to DB today, total size 900MB, and have been maxing out at 8 kbps.  All other traffic on my network is minimal.  

[ledrew1407]

I can confir this... Just tested uploading to drop box.

DB Upload max out at 7.2KB/s

Private FTP max out at 124.8KB/s

Rogers is throtteling drop box now. Whats next?

ROGERS GIVE US WHAT WE PAY FOR!!!!!!!

[xyzabc123]

I have also unfortunately encounted the same problem, I am using Rogers Ultimate and had great upload speeds until recently. Now my uploads to dropox will never increase above above 10KB/second. This is very disappointing, hopefully someone with Rogers can help in addressing this issue as it has rendedered my dropbox account which I pay for as nearly usesless. If this is something Rogers is going to continue doing I will have to look for a new ISP, which is disappointing becuase up until now I have been pleased with Roger's service.

[Jon-L]

I'd like to add my complaint to this thread.  Rogers seems to be doing some sort of throttling on both my Rogers at home internet as well as my Rogers Business Internet at work... no faster than 8KB/s uploading.

I contacted support a few days ago and they said they do not throttle business internet.. That seems to be a complete lie given the speeds with dropbox. When I connect with a non-rogers ISP voila full speeds again. This is completely unacceptable and the mixed messages we are getting from Rogers are frustrating.

Dropbox is a critical piece of our business IT infrastructure. If this isn't fixed soon I'm counting down the days to switch after my contracts expire - for both work and personal

[fm16]

Yup this is absolutely disgusting, they throttle anyhting resembling p2p upstream flows to 10 KB/s, complete crap (I love how they use the 80kbps to make it appear faster than it really is). It was expecting me to wait almost 2 hours to upload a 230MB file to megaupload, what is that? Rogers is actually worse than Bell currently (who I had issues with but not this bad). Atleast when I try to upload on bell I get slow speeds but not useless speeds. Id cancel now but theres no point until I move next. Rogers will defintely never be getting any service from me again after april of this year unless they can stop these shenanigans. 512 kbps upload, yeah right. I know you are considering most uploads as p2p, whether or not they truly are, and the blame always goes to the other server. Well then riddle me this, I was using my parents bell network, which isnt the premium package whatsover, and was getting 10x faster uploading speed on the same computer and same files. 

Also the fact they flat out throttle the p2p uploads 24hrs a day to 80kbps completely makes their reasoning (to keep the system working well in peak hours) illogical. Atleast with bell they only throttle it based on current network demand, not a flat cap 24/7. Its funny too because I went to the CRTC website to file a complant online and teir website doesn't even work properly to do that, collussion????? All i know is that when I switched from bell to rogers I was convinced I'd be getting better service, and after three months, I now know I was wrong. also rogers online chat function does not work, and then on the phone they are utterly useless. I cant wait until I move to toronto and just completely dump cable for over the air (you dont get much else with basic cable anyways, and yes sportsnet sucks). Eventually people will just start using vpns and trying to flat out hide their activity from their ISP and that is clearly not a good situation with all of the information being transfered that could be malicious in nature. I miss how the internet was in 05, never very fast but atleast consistent and without discrimination to bandwidth usage. I pay for 105GB of internet bandwidth, how I use that space should be my business alone, it is not my problem that you as a company are overselling the GB allotments in every neighbourhood, that is your fault and passing the blame to everyone else is petty and really just makes the company as a whole universally reviled. Thats enough of my mad rantngs for now.

[zee]

Response from ROGERS:

Thank-you for your email.  The ticket numbers referenced have all been 
closed by our Network Engineers, this issue is not being investigated 
any further by Rogers. Please continue to troubleshoot with Dropbox if 
you experience any other problems.

[JPP1]

Dropbox is being throttled and by Rogers to a point where it's almost totally crippled. Uploading to Dropbox from other ISPs are working just fine. 

I will be switching to another ISP by the end of the month if Rogers and Dropbox don't figure this out. Again, Dropbox seems to be working fine from other ISPs. It's up to Rogers to figure this one out. 

I did start a ticket with Rogers which was promptly closed. The reason was an 'unsupported issue'.

Rogers did upgrade me temporarily to Ultimate with no improvement. In fact, I've noticed that the performance is worse.