Degradation in upload speed

[Nadernt]

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 ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	5.800	7	38.983
2	855000000	256QAM	-0.400	3	37.356
3	861000000	256QAM	-0.600	4	37.636
4	579000000	256QAM	1.500	5	35.780
5	585000000	256QAM	3.600	6	34.926
6	849000000	256QAM	-1.100	2	37.356
7	597000000	256QAM	5.200	8	38.983
8	603000000	256QAM	3.800	9	38.605
9	609000000	256QAM	2.600	10	38.605
10	615000000	256QAM	1.000	11	37.636
11	621000000	256QAM	-0.400	12	37.636
12	633000000	256QAM	-0.900	13	37.636
13	639000000	256QAM	-1.100	14	37.636
14	645000000	256QAM	-1.000	15	37.356
15	651000000	256QAM	-1.000	16	37.636
16	657000000	256QAM	-0.500	17	37.356
17	663000000	256QAM	0.100	18	37.636
18	669000000	256QAM	0.800	19	37.636
19	675000000	256QAM	1.700	20	38.605
20	681000000	256QAM	2.300	21	37.636
21	687000000	256QAM	2.100	22	38.605
22	693000000	256QAM	1.900	23	38.605
23	699000000	256QAM	1.200	24	37.636
24	705000000	256QAM	-0.200	25	37.356
25	711000000	256QAM	-0.900	26	37.356
26	717000000	256QAM	-1.600	27	37.356
27	723000000	256QAM	-2.700	28	36.610
28	825000000	256QAM	-1.600	29	37.636
29	831000000	256QAM	-1.300	30	37.636
30	837000000	256QAM	-1.500	31	37.356
31	843000000	256QAM	-1.700	32	37.636
32	303000000	256QAM	-0.100	1	37.356

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	290600000	YES	YES	YES	-0.200001
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	33.250	2	6400000
2	38596000	ATDMA - 64QAM	38.000	3	3200000
3	30596000	ATDMA - 64QAM	35.750	1	6400000

[Nadernt]

I see that there's service interruption in my city according to this thread: http://communityforums.rogers.com/t5/Residential-Service/Rogers-Service-Interruptions-TV-Internet-Ho...

But there's no details as to what the service interruptions are. So I have no idea if it's related or not to my problem above. 

[RogersTony]

Hello @Nadernt,

I know how much of an inconvenience slow upload speeds can be especially when you've had a technician out and issues are still persistent.

Are you still having issues even after the outage in your area was resolved? It's possible the work in the area could be related to the Ticket that was escalated so I am hopeful you will notice some improvements now. 

Keep us posted on how things are going today!

RogersTony

[Nadernt]

Hi @RogersTony

I actually upgraded to the 150u package today, and the download speeds have been great, almost 200mbps! However, upload speed (and ping) are still quite poor unfortunately. For instance, right now it's 2.5mbps upload using speedtest. It's been like this pretty much all day, ranging from 2-5 upload. I'm hoping to use my new 15mbps upload soon!

I checked with RogersHelps on Twitter, and gave them my ticket number. They responded with: "I see your issue has been related to an area congestion issue. Our engineers are in the process of fixing the issue. I don't see a firm estimated time for when it will be fixed, unfortunately. However, we've been working on it since the 1st so I can't see it taking much longer."

So my problem isn't fixed yet. Maybe it's unrelated to the service interruption in London that was posted in the Service Interruptions thread.  I'll check with RogersHelps tomorrow probably, and ask them the status of the ticket.

Thanks for inquiring on my issue. I appreciate it.

[RogersTony]

Hello @Nadernt,

Thanks for providing us with an update on this matter! Congestion issues can be difficult at times to narrow down but it is a good sign that they have identified the issue and are working towards a solution. 

We greatly appreciate your patience regarding this matter.

RogersTony

[Nadernt]

Realistically, how long should it take for my issue to be resolved? Anyone have experience with them fixing congestion issues? Customer Service mentioned it's being worked on since June 1st. Still, my upload is terrible. Under 2 mbps right now. Download seems to have taken a hit too. I'm just wondering if I can expect it to be resolved soon. 

[aelaan]

I noticed the new software version 2.0.10.35T1 seems to provide extreme slow upload speeds.  I just hooked up a new laptop and wanted to run a speedtest and the meter just does not even move and sometimes it does go up to 560Mb (I am on 1Gb).  I am in Guelph and the upload used to be 30Mb and is now 2 or lower.  Now I also read about hardware version 2A should be on the modem, but mine shows Hardware Version 1A.

The speeds in the local network are fine

unknown

D4:25:8B:45:73:97

2

-47dBm

526Mbps

11AC_VHT80

149

80MHz

So it is not the speeds internally but clearly the upstream speed.

[Datalink]

@aelaan your post shows good connect rates to the modem, but you indicate that the upload speeds are dismal.  What happens if you run a speedtest using an ethernet connected pc or laptop?  Are the speedtest results equally bad?

[itssunnyday]

Loss of upload speed when using ethernet cable connection

Hi I live in 1080 Bay St (M5S 0A5) condo and currently using 500u package. Few days ago, I am having strange loss of upload speed when using cable (using Wi-Fi fixes it though don't know why). I don't use Bridge Mode or other secondary routers being connected to modem. I am using MSI GT series Gaming Laptop with direct connection to modem, and I am the only one using the internet in my suite. 

There is huge differences in speed when using cable and wi-fi. When I took the speed test, upload speed when using cable is only about 0.8~1.6 mbps, speed when using wi-fi, it is about 20 mbps, noticeable difference. 

Also it seems that loss of upload speed is affecting the browsing speed too, some sites such as Telus, TD Canada, U of T webmail are often take some time to popup and even tells me that loss of connection due to network issue or some sort.  Again, switching to Wi-Fi fixes this problem. 

Here is DOCIS WAN for expertise to look at. 

Downstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Signal noise ratio (dB)
1	591000000	256QAM	2.400	7	33.063
2	855000000	256QAM	2.500	3	33.957
3	861000000	256QAM	2.500	4	33.834
4	579000000	256QAM	2.300	5	33.063
5	585000000	256QAM	2.400	6	33.063
6	849000000	256QAM	2.700	2	33.834
7	597000000	256QAM	2.500	8	33.377
8	603000000	256QAM	2.500	9	33.377
9	609000000	256QAM	2.500	10	33.377
10	615000000	256QAM	2.200	11	33.063
11	621000000	256QAM	2.300	12	33.063
12	633000000	256QAM	2.300	13	33.377
13	639000000	256QAM	2.300	14	33.377
14	645000000	256QAM	2.100	15	32.963
15	651000000	256QAM	2.200	16	33.063
16	657000000	256QAM	2.200	17	33.063
17	663000000	256QAM	2.400	18	33.487
18	669000000	256QAM	2.300	19	33.377
19	675000000	256QAM	2.300	20	33.377
20	681000000	256QAM	2.200	21	33.377
21	687000000	256QAM	2.100	22	33.487
22	693000000	256QAM	1.900	23	33.063
23	699000000	256QAM	2.300	24	33.377
24	705000000	256QAM	2.100	25	33.377
25	711000000	256QAM	1.700	26	32.963
26	717000000	256QAM	1.700	27	32.963
27	723000000	256QAM	1.500	28	32.585
28	825000000	256QAM	2.300	29	33.834
29	831000000	256QAM	2.300	30	33.957
30	837000000	256QAM	2.500	31	33.834
31	843000000	256QAM	2.500	32	33.957
32	303000000	256QAM	0.200	1	31.616

OFDM Downstream Overview

Receiver	FFT type	Subcarr 0 Frequency(MHz)	PLC locked	NCP locked	MDC1 locked	PLC power(dBmv)
0	4K	275600000	YES	YES	YES	0.700001
1	NA	NA	NO	NO	NO	NA

Upstream Overview

Port ID	Frequency (MHz)	Modulation	Signal strength (dBmV)	Channel ID	Bandwidth
1	23700000	ATDMA - 64QAM	34.000	5	6400000
2	30596000	ATDMA - 64QAM	33.750	6	6400000
3	13700000	ATDMA - 64QAM	32.250	4	6400000

OFDM/OFDMA Overview

Channel Index	State	lin Digital Att	Digital Att	BW (sc's*fft)	Report Power	Report Power1_6	FFT Size
0	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K
1	DISABLED	0.5000	0.0000	0.0000	-inf	-1.0000	4K

 (Edit - Personal Information removed from post - RogersTony)

[Datalink]

@itssunnyday can you delete the bottom two tables as they contain the modems MAC address and modem serial number.  Those shouldn't be posted in an open forum.  I'll address this later tonight as I don't have time at the moment.