cancel
Showing results for 
Search instead for 
Did you mean: 

Gigabit now 30 up instead of 50?

Triple_Helix
I Plan to Stick Around

This is outrageous. http://www.rogers.com/consumer/internet

 

Gigabit Upload 30Mbps??? From 50Mbps??? It should be more than 100Mbps or even more...... 

 

 

***Edited Labels***

58 REPLIES 58

Re: Gigabit now 30 up instead of 50?

Gigabit package upload speed

 

Last night they downgraded me to 1gbs/30mbs. Though I signed up for 1gbs/50mbs two months ago. Called and spoke to several people from customer service and technical support. Everybody playing they have no clue. I encourage everybody to check their upload speed. And if this is not what you signed for than rogers has to give our money back or give us back 50 megs upload speed. 

Re: Gigabit now 30 up instead of 50?

@dminkin if your internet plan was changed without your authorization or consent, you should consider making a complaint to the CRTC:

 

http://crtc.gc.ca/eng/internet/

 



Re: Gigabit now 30 up instead of 50?

thanks for the tip. will fill file a complain tonight

Re: Gigabit now 30 up instead of 50?

Hello,

 

I noticed that gigabit is now 30 up instead of 50. Is this only for new customers? What about the people who signed up when it was 50? Will we keep those speeds?

Re: Gigabit now 30 up instead of 50?

@pagefault It's 30mb/s up for new customers, but if you signed up when it was still 50mb/s upload then you should still have those upload speeds. I signed up a few months ago and my upload speed is still 50mb/s.

 

Re: Gigabit now 30 up instead of 50?

ytwytw9
I Plan to Stick Around

I signed up last year and my speed has reduced to 30 now

 

what can i do?

 

 

Re: Gigabit now 30 up instead of 50?

Hey @ytwytw9,

 

Welcome to the Rogers Community Forums Robot Very Happy!

 

Nowadays, the need for upload is just as important as your download speeds, so I can definitely understand your concern with the reduction.  

 

It's certainly an odd situation, since the upload should not have been impacted. Has there been any recent changes to your account, i.e. modem swap/upgrade? Have you already ruled out the possibility of a technical problem? 

 

Can you kindly log into the modem, navigate to the STATUS > DOCSIS WAN tab, copy the downstream and upstream tables and paste them into a post? Also, please be mindful of posting your public IP address.

 

Look forward to hearing from you!

 

Cheers,

RogersCilio

Re: Gigabit now 30 up instead of 50?

ytwytw9
I Plan to Stick Around

Hey @RogersCilio 

 

here is the info, hope it helps to resolve the issue.

 

I didnt change my modem but i moved from one place to another, it might be the issue?

 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1669000000256QAM-2.6001940.366
2849000000256QAM0.300240.366
3855000000256QAM-0.200340.946
4861000000256QAM-0.800440.366
5579000000256QAM-2.600538.983
6585000000256QAM-2.100640.366
7591000000256QAM-1.900740.366
8597000000256QAM-1.800840.366
9603000000256QAM-1.400940.366
10609000000256QAM-1.7001040.366
11615000000256QAM-1.4001140.366
12621000000256QAM-1.0001238.983
13633000000256QAM-2.2001338.983
14639000000256QAM-2.4001440.366
15645000000256QAM-1.8001540.366
16651000000256QAM-2.1001640.366
17657000000256QAM-2.8001740.366
18663000000256QAM-2.7001840.366
19303000000256QAM-7.300138.983
20675000000256QAM-2.7002040.946
21681000000256QAM-2.8002140.366
22687000000256QAM-2.1002240.366
23693000000256QAM-2.5002340.366
24699000000256QAM-2.5002440.366
25705000000256QAM-2.4002540.366
26711000000256QAM-2.6002640.366
27717000000256QAM-2.5002740.366
28723000000256QAM-2.8002838.983
29825000000256QAM0.6002940.366
30831000000256QAM0.5003040.366
31837000000256QAM0.4003140.366
32843000000256QAM0.4003240.366
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES-6.599998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM46.25016400000
238595805ATDMA - 64QAM50.00033200000
323700000ATDMA - 64QAM44.75026400000
OFDM/OFDMA Overview
Channel IndexStatelin Digital AttDigital AttBW (sc's*fft)Report PowerReport Power1_6FFT Size
0DISABLED0.50000.00000.0000-inf-1.00004K
1DISABLED0.50000.00000.0000-inf-1.00004K

Re: Gigabit now 30 up instead of 50?

@ytwytw9, the DOCSIS 3.0 downstream signal levels and signal to noise ratios are fine.  The upstream DOCSIS 3.0 has one channel that is close to the 51 dBmV cutoff point and one that is getting there.   While all of the upstream levels are within spec, they're much higher than I would expect to see given the fact that your actually running DOCSIS 3.1 on the downstream side.  That is shown by the single OFDM channel that is active.  The frequency and signal level data is not correctly indicated at the present time.  I would suggest calling tech support to ask the CSR to run a signal check on the modem.  Hopefully that check has been updated to properly support the OFDM channel.  While you're on the phone, ask the CSR what OFDM frequency range or frequency is in use and ask if the signal level and signal to noise ratio is within spec.  The techs have access to the correct data, the user interface data is not correct.

 

I suspect that the OFDM channel is below the upstream channel range and somewhere above the upstream channels at the present time.  If so, the higher upstream signal levels could indicate a cable problem in the lower frequency ranges which could affect the downstream OFDM channel as well.  

 

Fwiw, if the one upstream channel wanders high enough, the modem will shut down one channel and keep the remaining two running at a higher power level. If that happens, the upstream data rate will be limited, as will the downstream data rate.  A modem restart might temporarily resolve the problem, but it won't resolve the real cable issue that is causing the problem. 

 

You indicated that you moved the modem.  Is that to suggest that you moved it from one wall port to another wall port without taking into consideration the splitter port that the modem was initially connected to?  Usually when the cable is installed for multiple services there is a splitter or perhaps a powered amp installed to provide services to all devices.  For a splitter, where there is more than two devices installed, that implies that there is a larger splitter installed. That usually has a -3.5 dB port that the internet modem is connected to.  The other ports drop the signal by -7 dB.  So, if you moved the modem, perhaps its now running on a different splitter port which has double the signal loss.  The same applies for a powered amp. That is something that you could check for.

 

The other thought would be to check the cable type that runs to the current wall port.  It should be RG-6.  I would also check both ends of that cable to ensure that the external aluminum shield does not contact the center copper conductor of the cable, which essentially shorts the center conductor to ground.  All it would take is a strand or two for that to happen, so a quick check to ensure that the cable ends are ok would be worth doing. 



Re: Gigabit now 30 up instead of 50?

ytwytw9
I Plan to Stick Around

Hi @Datalink

 

I moved the modem from One Address to the current address, and at previous address, the upload is fine

 

I will call a CSR to check and hopefully this could be resolved quickly.

 

Thanks, 

 

Re: Gigabit now 30 up instead of 50?

@ytwytw9 when you moved, was the current service installed by a tech, or was it a matter of, "everything was connected", just had be be authorized for your current address?   So, essentially a self install??

 

One more item to check, when you have time, log into your modem, navigate to the STATUS ...... DOCSIS EVENT page and have a look for one of the following sequences:

a. CMTS-MAC=00:17:10:xx:xx:xx which indicates that you are connected to a Casa Systems Cable Modem Termination System (CMTS), or;


b. any of the following which indicates that you are connected to a Cisco Systems CMTS.

1. CMTS-MAC=00:05:00
2. CMTS-MAC=00:12:43
3. CMTS-MAC=00:14:f1
4. CMTS-MAC=00:1e:be
5. CMTS-MAC=00:1f:ca
6. CMTS-MAC=e0:2f:6d        Note: there may be other Cicso MAC addresses

                                                    as well which are not on this list yet.

 

The Casa Systems CMTS supports gigabit rates, the Cisco CMTS doesn't.  I thought by now that the Cisco CMTS would have been swapped out for the Casa Systems CMTS, but, you never know until you check.



Re: Gigabit now 30 up instead of 50?

ytwytw9
I Plan to Stick Around

@Datalink

 

It's installed by a tech, 

 

The modem is behind a 4 port splitter , the splitter source is from the outside wire 

 

all wires are new from the rogers box to the modem, splitter is new as well. 

Re: Gigabit now 30 up instead of 50?

Ok, please have a look at the note that I added above concerning the Casa and Cisco CMTS equipment.  

 

When you're able to, assuming that the splitter is inside the house, have a look to see if the modem cable is connected to a port that has a -3.5 dB indication on it.  The other ports should be -7 dB.  Those ports will be used for the Home Phone and Cable TV modems. 



Re: Gigabit now 30 up instead of 50?

Triple_Helix
I Plan to Stick Around

Mine is still close to 50Mbps but the Ping is nasty.

 

Re: Gigabit now 30 up instead of 50?

ytwytw9
I Plan to Stick Around
Do you mind if I ask which area are you locating in Toronto?

I was living in Steeles & Don mills and the speed there is good, and now I moved to Mavis & 401, the stability and speed drop lots.

Re: Gigabit now 30 up instead of 50?

ytwytw9
I Plan to Stick Around

Good morning @Datalink

 

I checked the DOCSIS EVENT and it gives me 
CMTS-MAC=00:17:10:91:05:xx

 

I guess its the new CASA CMTS

 

I checked the splitter and all the ports are -3.5db, i didnt see any -7db ports on it

 

Thanks, 

Re: Gigabit now 30 up instead of 50?

Triple_Helix
I Plan to Stick Around

@ytwytw9 wrote:
Do you mind if I ask which area are you locating in Toronto?

I was living in Steeles & Don mills and the speed there is good, and now I moved to Mavis & 401, the stability and speed drop lots.

North end of Oshawa!

 

Re: Gigabit now 30 up instead of 50?

ytwytw9
I Plan to Stick Around

Not familiar with that area but sounds like the population density is much lower than here in Mississauga. 

 

I just did a speed test AFTER REBOOT THE MODEM and this is what I got 

 

 

 

Definitely there are issues on rogers side, morning result is not consistent with evening result

Maybe there are issues with the modem as well, rebooting can boost up the speed for uploads 

Re: Gigabit now 30 up instead of 50?

RyzenFX
I'm a Reliable Contributor

@ytwytw9 What upload speed were you getting before you rebooted?

 

You also have to take into consideration that during evening hours, many users will be using the Internet in your area which causes your upload speed to lower as a result. Hitting 50Mbps upload will always be much easier to hit during the morning hours when there is less load on neighborhood node than in the evening. 

Re: Gigabit now 30 up instead of 50?

ytwytw9
I Plan to Stick Around

@RyzenFX

 

Before rebooting, its capped at 29.97Mbps for the upload

 

I do understand in the evening, the congestion could cause lower speed, but it looks like capped at 30M as its so stable that I dont believe its the congestion issue.

 

of course i tried several rebooting in the evening time, upload speed is very consistent 30Mbps, I think the morning signal is good, then evening signal is bad?! weather? temperature? it should not, right?

Re: Gigabit now 30 up instead of 50?

@ytwytw9 have you been able to chat with tech support regarding the OFDM channel signal level and signal to noise ratio?  

 

One more item to ask the CSR to check is the current modem provisioning.  It should be provisioned for 1Gb/s down, 50 Mb/s up.  If you haven't called tech support, please add the question to the list, what is the modem currently provisioned for?  It should be as shown above.  If its not, why not becomes the question.  The tech will be able to re-provision the modem at that time.  If you've already chatted with tech support, I'd recommend calling back in to inquire about this.