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Degradation in upload speed

lem1
I Plan to Stick Around

Hello,

 

I have the 250u ignite package and both download and upload speeds have been reliable. I have a mixture of wired and wirless devices, all with gigabit lan cards, and/or ac wireless cards. Modem is in bridge mode and I have a decent AC router. So, my upload speed is now a max of 1 Mbps compared to the 20 - 22 I was getting. The behaviour is the same on all of my PCs. I made sure I tried each in isolation. I also reset the modem so I could look at the stats, and tried a speedtest connected directly to the modem. The result was the same.

 

Below is a picture of of the modem stats. To my untrained eye, they look okay. I started an online chat with a tech, but I declined to give hom access to my pc, and he said he will have to submit a ticket to engineering. My download speeds are fine, and the cable tv is working normally. Do the modem stats show anything amiss? What are the magic words to say to a tech? I do not want to give remote control of any of my PCs so that someone can empty my browser cache and reset network adaptors. There are the privacy and security aspects as well. At any rate, my issue is not PC related. Any idea of what could be causing the (very) slow upload speed?

 

Thanks for reading.

 

stats2.png

 

***Edited Labels***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Degradation in upload speed

Datalink
Resident Expert
Resident Expert

Given that you're in a condo, the building might be connected to a Multiple Dwelling Unit (MDU) which supplies data distribution to building such as yours.  This is typically located in the utility room in the basement of the building.  It seems that for whatever reason, when an MDU problem comes up, its not so easy to resolve.  I'd call into tech support and ask the CSR to check the MDU or node, which ever is applicable to see what comes up.  There is a chance that you are connected to a neighbourhood node.  You should ask your neighbours if they are having any issues with their upload rates.  That would point to a problem that affects more than one suite.  That would also be good to know before calling tech support as it points to a bigger problem, not just one that affects you're upload rates.



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188 REPLIES 188

Re: Degradation in upload speed

RogersSannecia
Retired Moderator
Retired Moderator

Hi @lem1

 

Thank you for your post and welcome to the Forums Smiley Wink.

 

This might be something our Resident Expert @Datalink might be able to assist with.

 

RogersSannecia

Re: Degradation in upload speed

Datalink
Resident Expert
Resident Expert

As soon as one of the mods approves the graphic so that its visible, @Gdkitty or myself can have a look at it.  I might not be around later this afternoon but I'll check it as soon as I can.



Re: Degradation in upload speed

lem1
I Plan to Stick Around

Thanks @RogersSannecia, can you approve the graphic so that others can see it and be able to possibly help?

Re: Degradation in upload speed

Datalink
Resident Expert
Resident Expert

Your downstream levels are low.  They're down at -5/-6 dBmV instead of running in the 0 dBmV range.  That might be an issue of the number of modems that you have, internet, cable tv, home phone and which port the internet modem is connected to at the splitter.  Even so, you should still be okay on the download side, in terms of data rates.  The signal to noise ratios are ok.  The upstream is actually ok, so there is no apparent reason for slow upstream rates, at least from a signals perspective. 

 

Are you running a CGN3 or CGN3ACSMR, as seen by the product sticker at the back of the modem?

 

When you say that you reset the modem, I'm assuming that you ran a factory reset to get back into Gateway mode, correct?  If so, did you run a speedtest with a pc connected to the modem via ethernet at that point?

 

Check the connected port LED at the back of the modem and ensure that it is amber in colour.  That denotes a 1 Gb/s connection with the connected device.   Green indicates a 10/100 Mb/s connection.  That port LED should remain amber, and never flicker between amber and green, which would indicate some issue with the ethernet cable or connected ethernet port on the router/pc/laptop. 

 

Are you in a house or apartment, condo, highrise, etc, etc?

 

If you are in a house, I would call tech support at this point and ask the CSR to check the node, which is the next device that the modem is connected to, along with all of the other neighborhood's modems.  See if there is anything going on at the node level which is limiting the upstream rates.  You could also ask the CSR to recheck the speeds that the modem is provisioned for, and ensure that it is still provisioned for 250/20. 



Re: Degradation in upload speed

lem1
I Plan to Stick Around

Thanks very much for your reply @Datalink. The modem is the CGN3 and I did factory reset it and then connected directly to it (wired). The light on the back is amber, but even a 10/100 Mb/s connection should give a higher upload data rate than 1 Mbps. Actually, it's only half that today. Download is still fine. There is nothing on the network uploading anything. I also disconected all devices from the network and one-by-one I checked the upload rate and it's the same dismal 1 Mbps or less. I am in a condo, and this building is Rogers only as far as cable goes. We have a contract. Should I ask the CSR to check node given I'm in a condo? I will ask them to see what the modem is provision for as well. Thanks again for your reply.

Re: Degradation in upload speed

Datalink
Resident Expert
Resident Expert

Given that you're in a condo, the building might be connected to a Multiple Dwelling Unit (MDU) which supplies data distribution to building such as yours.  This is typically located in the utility room in the basement of the building.  It seems that for whatever reason, when an MDU problem comes up, its not so easy to resolve.  I'd call into tech support and ask the CSR to check the MDU or node, which ever is applicable to see what comes up.  There is a chance that you are connected to a neighbourhood node.  You should ask your neighbours if they are having any issues with their upload rates.  That would point to a problem that affects more than one suite.  That would also be good to know before calling tech support as it points to a bigger problem, not just one that affects you're upload rates.



Re: Degradation in upload speed

_0101_
I Plan to Stick Around

Datalink, if you dont mind me reviving this topic, I wanted to ask you about older modems and older Rogers plans.  I'm not at the modem right now but I know it was a wifi gateway that I run in bridged mode with my own wifi router.  Recently I  found that the upload speed on speedtest.net is barely 1Mbps, and usually less. (I hope I get the units correct)  Download is the same as I always remember it, about 36Mb, but will peak at 70 at the start of the test.  The upload was nearly 2Mb just a few weeks ago, and if i recall, my plan had that as it's rated speed, but it's an old plan I grandfathered into from a few years ago.

 

Could my upload have been changed by Rogers without me knowing, and is that allowed? Or with your tests you described above, could I tell if it's a connection problem that only affects upload and not download?  Worst case is that I need to call in I guess but any suggestions for me if/when I do call?

Re: Degradation in upload speed

Were those speeds tested over an ethernet or wifi connection?  I ask that as there are two issues afoot.  The wifi rate between the modem and your pc or laptop, and the wired or ethernet rate that the modem can deliver.  If that was a wifi rate can you connect via ethernet to your router and run a speedtest at http://speedcheck.rogers.com/en.html or the www.speedtest.net Toronto Telus server.  If we find that the delivered wire rates are slow, it will be time to call tech support to run a signal check on the modem and determine if there is any problem with the signal levels or with the neighborhood node, which the modem is connected to.  There could be an issue with either one.  You can, if you prefer, also log into the modem, navigate to the STATUS..... DOCSIS WAN page, copy the downstream and upstream tables and post them into the thread.  If they're bad enough, I would have you call tech support as the next step.  

 

For the wifi side of the house, can you take a read thru the following post # 47 regarding the use of inSSIDer to check out your wifi environment.

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/message-id/307...

 

Armed with a little knowledge about the signal levels and the wifi environment, it will be easier to arrive at a point where the problem is understood.  From there its either a cable signal issue, or a wifi signal issue or a mixture of both.  Since you're running an older modem, I'm guessing that your router might be slightly old as well.  Please correct me if I'm assuming incorrectly.  It might be running a 2.4 Ghz network, and these days, given the large increase in modems and router in use, its becoming increasingly difficult in some areas to run a 2.4 Ghz network with any success.  I've given up on running a 2.4 Ghz network and have shifted just about everything up to a 5 Ghz network where there are few other modems or routers running.  

 

So, can you:

 

1.  have a look at the back of the modem for the product sticker and let us know what it is.  It will be something like, DPC-3828 or CGN2, or other.  

2.  run a speedtest and let us know what the results are

3.  let us know what your internet plan data rates are

4.  load inSSIDer onto a laptop and have a look at your wifi environment.  Post an image somewhere so we can have a look at it if you need help with the interpretation.  Just be sure to blank out the network mac address and name.

5.   indicate if you are in a house or apartment, condo, highrise, etc. 

 

The modem signal levels should be at or near 0 dBmV on the downstream with a signal to noise ratio of 36 to 40 dB.  The upstream should be in the 36 to 40 dBmV range. If you find for example that the downstream are down at something like -10 dBmV and the upstream are somewhere up beyond 45 dBmV, it will be time to call tech support to get the CSR run a signal check and possibly arrange for a tech visit.

 

I don't believe that your plan and therefore the data rates would have changed at all without specific direction from you.



Re: Degradation in upload speed

nl2
I Plan to Stick Around

My Rogers speedtest upload results have gone from ~45-50 mbps down to <20 mbps since the firmware on my 3552 upgrade to 4.5.8.21. My download speed has also dropped from ~700 mbps to ~500-600 mbps. Only saving grace is that the lan dropout problem has been corrected.

 

My modem is in bridge mode and a test PC is directly attached to lan port 1 for each testrun. The only changing factor with each testcase would be on Rogers end and the time of day.

 

My modem signal is within specs. My choices are to accept that this is as good as it gets for Rogers Gigabit internet service or waste more time with Rogers technical support.

Re: Degradation in upload speed

goldenegg
I Plan to Stick Around

Two weeks ago, I upgraded to the Gigabit internet package.  Since upgrading, I've never been able to hit 50Mb/s for upload.  The speed jumps around a lot, from 18Mb/s - 35Mb/s.  I think the highest I ever got for a short period of time was 39Mb/s.

 

I had a tech out who confirmed the slow speed, but didn't find a problem with the line.  It was escalated to maintenance, who later closed the ticket saying they found nothing wrong.  Another ticket was opened, again being closed saying no issue found.  Yesterday, I was asked to replace the modem, as it was likely it was faulty.  I did that today and still having the same slow upload speeds. 

 

They're going to send a senior tech to investigate, but I'm really not sure what they're going to find that no one else has.

 

Has anyone else had issues with upload speed on the Gigabit plan?

 

Attached is a picture of my signal strength.  As far as I can tell, everything looks good.

 

Screen Shot 2016-11-20 at 12.31.23 PM.png

Re: Degradation in upload speed

I am experiencing the exact same speeds as you, upload between 20-38mb/s on average. There is nothing you can do, this is a congestion issue. Swapping modems, having a tech come and replace cable/splitters wont do anything to fix this. Let's hope Rogers will work on the Nodes and give us more upload capacity.

Re: Degradation in upload speed

goldenegg
I Plan to Stick Around
If that's the case, they need to stop advertising 50Mb/s speed. I already have another issue open with the Ombudsman, so I'll bring this to her attention as well.

Re: Degradation in upload speed

Thats one thing you'll see just about EVERY ISP do.. sort of semi covers them for things like this 😞

If you look at the pages.. it says UP TO  X Speed.

 

 

That being said... yes if its an area that they provide it to.. that yes they should be meeting that speed there.


Overall, they need to advertise it as that.. as they ARE able to reach those speeds in areas.
There may just be other areas with problems as well.

Re: Degradation in upload speed

jimk1
I'm Here A Lot

I know for sure that Rogers can reach the upload speed of 50 Mbps because I used to get that when I signed up for gigabit internet in may. Basically from May to mid July I had an older modem firmware for CGNM-3552 (4.5.8.18?? not sure but was lower than 4.5.8.21) and was also on the Cisco CMTS. Those were the only times I actually got their advertised speeds. I'm not sure if my modem updated first or I was switched onto the CASA CMTS but after one of those happened both download and upload speeds have been inconsistent and upload speeds rarely going above 30 Mbps. I don't know if the modem update caused the slowdown or if its something with the CASA CMTS.

Re: Degradation in upload speed

gp-se
I'm an Advisor

Cisco CMTS only offered 500mb/s down, 50up.
CASA CMTS is 1000mb/s down, 50up.
This issue is because of congestion, much more people are on higher speed plans now, so upload is taking a hit. Hopefully Rogers resolves this issue soon. This is easy to prove because during peak hours (3pm-11pm) my upload speeds are terrible, like 20mb/s. If I run a speed test as 2am, I can git 45mb/s upload. This shows that it's not a firmware issue, or cabling issue, but rather a congestion issue.

Re: Degradation in upload speed

jimk1
I'm Here A Lot

The Cisco CMTS may have only been up to 500mb/s but I was seeing speeds between 750-800 on it with upload speeds of 50mb/s

 

The Casa CMTS may be congested but I still see not so great speeds even after peak hours.

This was a recent speed test done at 1:00am I ran this multiple times but it still had poor results.

 

Re: Degradation in upload speed

MallardQuack
I Plan to Stick Around

Upload Speed At Minimal Levels

 

I'm a frequent streamer and uploader and today I noticed that my bitrate for my stream was barely getting higher than 0 kb/s. Confused I quickly did a speed test and noticed that while my download speed was normal (actually higher than normal) I pay for the 150 ignite plan and am getting closer to 200 mb/s -- my upload speed was barely cresting over 0.50 mb/s. I tested this both at speedtest.net and tesmy.net

 

Before contacting Rogers Support I reset my modem and computer just to see if it was an issue I could resolve quickly but the issue persisted after a reboot, even on my MacBook when I tested the levels with a Wireless connection. After contacting Rogers Support they noticed a signal issue with the modem. 

 

I don't want to waste anyone's time. I know I have a tech coming out on Tuesday but this is an issue affecting my day-to-day work so I was just looking to post my issue here too, just to see if there was any more troubleshooting I could do before the Tech comes to test things. I just found it odd that only my upload seems to be affected while my download is still working normally. My Cable TV also remained unaffected during the whole process. 

 

I'm including Downstream and Upstream numbers - which look mostly normal to me. The Downstream seems to be running on the high end, but I've not noticed issues with that.

 

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 669000000 256QAM 10.700 19 36.610
2 579000000 256QAM 9.500 5 37.636
3 585000000 256QAM 9.300 6 37.356
4 591000000 256QAM 9.100 7 37.636
5 597000000 256QAM 8.600 8 36.610
6 603000000 256QAM 7.100 9 36.610
7 609000000 256QAM 7.100 10 36.387
8 615000000 256QAM 8.100 11 36.387
9 621000000 256QAM 8.700 12 36.610
10 633000000 256QAM 9.900 13 37.636
11 639000000 256QAM 9.800 14 37.356
12 645000000 256QAM 10.100 15 37.356
13 651000000 256QAM 10.300 16 37.356
14 657000000 256QAM 10.200 17 37.636
15 663000000 256QAM 10.600 18 37.356
16 303000000 256QAM 6.500 1 37.356
17 675000000 256QAM 10.400 20 37.356
18 681000000 256QAM 10.600 21 37.356
19 687000000 256QAM 10.600 22 36.610
20 693000000 256QAM 10.700 23 36.387
21 699000000 256QAM 11.400 24 36.610
22 705000000 256QAM 11.600 25 36.610
23 711000000 256QAM 11.100 26 36.387
24 717000000 256QAM 10.800 27 36.610
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 38596000 ATDMA - 64QAM 39.000 6 3200000
2 30596000 ATDMA - 64QAM 39.500 4 6400000
3 23700000 ATDMA - 64QAM 39.250 5 6400000

Re: Degradation in upload speed

@MallardQuack, you're downstream signal levels are pretty high, they're normally down at 0 dBmV.  Having said that the modem range is - 15 to +15 dBmV, so, the levels are still within spec, however, typically from what I've seen in the past, customers start to have issues when the signal levels creep down to around -8 or creep up to around +8 dBmV.  Not a hard and fast rule, just an observation.  Your signal to noise ratios are ok.  The upstream levels are fine from what I see.  Typically they're in a 36 to 40 dBmV range.  But, that depends on what modem you have.  Do you have a black CGN3xxxx modem, or the white CODA-4582 modem.  The CGN3xxxx modems have a product sticker at the back of the modem indicating exactly which version of the modem it is, same with the 4582.  

 

Do you typically use wifi or ethernet?  If you're a wifi user, can you take a read thru the following post, specifically the section on wifi settings and wifi monitor applications:

 

http://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/399949#M47222

 



Re: Degradation in upload speed

MallardQuack
I Plan to Stick Around

@Datalink I have the CGN3ACSMR modem. Also typically I use ethernet while working, but have wifi for my phone and laptop. 

 

Running tests on Speedtest.net and Testmy.net today has shown a return to normal upload speeds so I'm going to keep monitoring that. Just not sure what would have changed in the last 12 hours or so.

Re: Degradation in upload speed

Nadernt
I Plan to Stick Around

Hi everyone.

 

So for a bit over a week now, I've been experiencing poor upload speeds. It's been going as low as 1mbps, but usually is ranging from 2.5mbps to 5mbps. Sometimes it goes up to 10mbps (what I should be getting), but still isn't a stable connection. Download speeds are perfectly fine.

 

I had a technician get sent over, who checked the cables in my apartment, as well as the cable room. He checked signal levels, and couldn't find what was wrong. He ran a speedtest on his own equipment confirming the issue as soon as he came over. This was at 10AM, and he didn't think it could be a congestion issue, though I have a feeling it might be. Furthermore the speeds are pretty much low all day and night, but do seem to get better after 11pm or so. 

 

He assumed it was the modem, so he replaced it, and immediately afterward he tested good speeds, so he came to the conclusion it was the modem. I didn't change any modem settings , and went out that afternoon. When I got home a few hours later, the upload speed went down again. I tried factory resetting the modem, which did not help. I've tried running bridge mode & gateway mode, and neither seems to have an effect. I'm on an CAT5E Ethernet connection to the modem, and have run different speedtests on different devices. 

 

I contacted support again letting them know, and they opened a ticket which is currently under review. Anyone know what steps they are going to take at this point? How long can I expect this low upload speed? Anyone experience similar issues and have it solved?

 

Here are my signal levels. They seem to be fine as far as I can tell. Maybe someone can notice something wrong here. Thanks for reading.

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM5.800738.983
2855000000256QAM-0.400337.356
3861000000256QAM-0.600437.636
4579000000256QAM1.500535.780
5585000000256QAM3.600634.926
6849000000256QAM-1.100237.356
7597000000256QAM5.200838.983
8603000000256QAM3.800938.605
9609000000256QAM2.6001038.605
10615000000256QAM1.0001137.636
11621000000256QAM-0.4001237.636
12633000000256QAM-0.9001337.636
13639000000256QAM-1.1001437.636
14645000000256QAM-1.0001537.356
15651000000256QAM-1.0001637.636
16657000000256QAM-0.5001737.356
17663000000256QAM0.1001837.636
18669000000256QAM0.8001937.636
19675000000256QAM1.7002038.605
20681000000256QAM2.3002137.636
21687000000256QAM2.1002238.605
22693000000256QAM1.9002338.605
23699000000256QAM1.2002437.636
24705000000256QAM-0.2002537.356
25711000000256QAM-0.9002637.356
26717000000256QAM-1.6002737.356
27723000000256QAM-2.7002836.610
28825000000256QAM-1.6002937.636
29831000000256QAM-1.3003037.636
30837000000256QAM-1.5003137.356
31843000000256QAM-1.7003237.636
32303000000256QAM-0.100137.356
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K290600000YESYESYES-0.200001
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM33.25026400000
238596000ATDMA - 64QAM38.00033200000
330596000ATDMA - 64QAM35.75016400000
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