Degradation in upload speed

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I Plan to Stick Around
Posts: 9

Re: Degradation in upload speed

I am in Scarborough (Warden and Danforth) and I was having upload issues.

I have the 500u and my upload was 3-4Mbits but since yesterday everything is normal.

All my uploads are 20-22Mbits. 

I did multiple tests and almost all of them ended up to 20Mbits and a bit above.

My pings are in the range 5-12ms. 

Also I did tests with New York, SF and other US cities apart Toronto, Montreal, Vancouver.


Posts: 1,294

Re: Degradation in upload speed

Hello @Nadernt,


Thanks for the update on the status of your issue! I can only imagine how frustrating it is to still be having issues weeks later. =(


While many customers have noticed an improvement if there are still users that are experiencing much slower than usual upload speeds please send a Private Message to any of the Moderators or to @CommunityHelps so we can escalate a ticket to further investigate what could be causing the lingering issues. It is possible it could be signal related but we'll need to gain access to your file to be certain.


If you are unfamiliar with our private messaging system please Click Here.



I Plan to Stick Around
Posts: 8

Re: Degradation in upload speed

I keep having problems with the download.

I'm on 500 u and my download speeds seem to be throttled at 250 Mbps.



I'm in (Downsview, North York, Toronto)

Resident Expert
Resident Expert
Posts: 7,374

Re: Degradation in upload speed

@itssunnyday, I haven't forgotten about you.  We're about a week and a half beyond your original post and beyond the network issues that Rogers was experiencing last week.  Are you still having data rate issues over ethernet or has that been resolved?  


Here's your original post:


Looking at your signal data, the downstream DOCSIS 3.0 signal levels are ok but the signal to noise ratios are low.  They should be in a range of 36 to 40 dB.  Those signal to noise ratios are actually an error measurement, and the fact that they are all low indicates some type of ongoing cable or connector problem.  The upstream DOCSIS 3.0 signal levels are ok and are in the range that I would expect to see for a modem that is running DOCSIS 3.1 on the downstream side. 


The OFDM Downstream section indicates that one OFDM channel is operational, so, you're modem is running DOCSIS 3.1 on the downstream side.  Normally that would provide very good downstream performance, but, given what is displayed for the DOCSIS 3.0 downstream signal to noise data, I have doubts that that OFDM channel is operating as it should be.  


Have a look at the back of the modem, specifically at the connected port LED, where that port is the one that connects to your computer.  It should be flashing amber, indicating that the port to port connection rate is 1 Gb/s.  If the LED is flashing green, that indicates that the port is running at 10/100 Mb/s.  If that is the case, then there is an ethernet cable problem or the cable isn't connecting properly at either end, or, the pc's ethernet port is set to run at a lower data rate.  You would have to check the ethernet port setting to see what it's set for in terms of connection rates, 10 Mb/s, 100 Mb/s or 1 Gb/s.


When you have that figure out, call tech support and ask the CSR to run a signal check on the modem.  That test might fail automatically.  If so, the CSR will arrange a tech visit to determine what the problem is, and, it might take more than one visit.  If the test passes, ask the CSR if the OFDM data is within spec.  That's a very relevant question if you're still experiencing slow data rates.  If you are, ensure that the CSR understands that.  Even if the signal check passes, if you're getting terrible data rates, that indicates that there is some type of problem that should be looked at.  


For the wifi, can you have a look at the following post regarding wifi settings and checking your wifi environment.  At the present time I would recommend using Acryilic, which is mentioned in that post.  Hopefully, by changing wifi settings if necessary and determining what wifi channels to use, you will be able to improve the wifi performance.  If you live in a crowded wifi environment, that might still be very difficult.  It all depends on the number of nearby wifi modems and routers and their proximity to your home. 

I Plan to Stick Around
Posts: 9

Re: Degradation in upload speed

I think I spoke too fast

I lost my upload speed again.

For almost a week my upload was 20-21Mbits and since today it went 

down to 10Mbits.

Rogers definately has an issue with the upload

I Plan to Stick Around
Posts: 8

Re: Degradation in upload speed

My internet seemed to be fixed for about a week now but I'm starting to have problems again. Slow than normal upload speed, high latency and packet loss. This is getting frustrating.

I Plan to Stick Around
Posts: 28

Re: Degradation in upload speed

Update: Barrie, Ontario. My Internet has been problem free for a little over a week. Download over 200 Mbps and upload 17.3. It has been stable and performing as advertised. Sorry to hear some are still having issues. I've noticed Rogers has given me a credit for the inconvenience and this is much appreciated. Dealing with Rogers from a personal standpoint has always been a good experience for me. Yes, they have had some technical issues from time to time but overall a good solid service. My only request would be for Rogers to be more upfront on the cause of some

of the issues that occur from time to time. Good luck to everyone. Keep reporting and hopefully, you get a resolution to your particular issue.

I Plan to Stick Around
Posts: 9

Re: Degradation in upload speed

Recently I installed the 500u which has 20Mbits upload and as I have seen so far

some days my upload is not even 10mbits.

Assuming that Rogers will fix the upload problem, I am wondering if there is any plan

for Rogers to increase the upload to something more reasonable i.e 100Mbits.

These days people upload a lot of things.

A connection of 500/100 would be much better.


I Plan to Stick Around
Posts: 85

Re: Degradation in upload speed

So far my connection has been really stable for the past week or so. Glad that the problems got fixed!

I've Been Here Awhile
Posts: 3

Re: Degradation in upload speed

Slow upload speed and packet loss, node issue?


Hello all,


I have been experiencing slow upload speed and packet loss for the past couple of months using CGN3 modem on 75/10 cable service. It comes and goes and I have been calling Rogers so often than they started to recognize me who I am when I call in the evenings lol. I usually detect it when I play Overwatch and the game starts alarming about packet loss, then I go to speedtestnet and the upload speed is 2/3 slower than what I am paying for. Download speed is not affected at all however. Running Ping Plotter also confirms packets loss as well. After a week or so usually it fixes itself until next time. I am getting tired every time when I call to be asked to remove my router and run without it - issue persist - rebooting, resetting the gateway does not help either.


My stats are also within spec. I had tons of technicians showing up and they couldn't find anything on my end. Level 2 technicians are always closing the ticket every time with some technicality missing from the L1 person.


This leads me to believe its a node issue, same thing happen late last summer as well, but it got fixed and working fine until this June. High pings below are due to Puma 6 issue...I presume lol.




Ping Plotter:

Target Name:
Date/Time: 7/29/2018 8:20:01 PM - 7/29/2018 8:30:01 PM

Hop Sent PL% Min Max Avg Host Name / [IP]
1 601 0 0.31 17.99 0.56 []
2 601 0 9.89 157.24 25.54 []
3 601 0 9.16 172.12 21.11 []
4 312 1 10.21 258.11 23.43 []
5 312 1 9.55 207.00 25.04 []
6 598 53 9.98 159.74 23.07 []
7 601 1 10.12 165.13 23.60 []
8 311 1 9.56 201.02 23.66 []
9 601 1 9.64 191.27 22.91 []


Line stats:

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 693000000 256QAM -3.200 23 40.366
2 579000000 256QAM -2.200 5 40.946
3 585000000 256QAM -2.300 6 40.946
4 591000000 256QAM -2.700 7 40.366
5 597000000 256QAM -2.600 8 40.366
6 603000000 256QAM -3.000 9 40.946
7 609000000 256QAM -2.900 10 40.946
8 615000000 256QAM -3.000 11 40.366
9 621000000 256QAM -3.500 12 40.366
10 633000000 256QAM -3.600 13 40.366
11 639000000 256QAM -3.500 14 40.366
12 645000000 256QAM -3.900 15 40.366
13 651000000 256QAM -3.700 16 40.366
14 657000000 256QAM -3.600 17 40.366
15 663000000 256QAM -3.300 18 40.366
16 669000000 256QAM -3.700 19 38.983
17 675000000 256QAM -3.600 20 38.983
18 681000000 256QAM -3.100 21 40.366
19 687000000 256QAM -3.300 22 40.366
20 303000000 256QAM 3.000 1 43.377
21 699000000 256QAM -3.000 24 40.946
22 705000000 256QAM -3.400 25 40.366
23 711000000 256QAM -4.100 26 38.605
24 717000000 256QAM -5.400 27 38.605
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 37.250 2 6400000
2 38596000 ATDMA - 64QAM 41.500 3 3200000
3 30596000 ATDMA - 64QAM 38.500 1 6400000