Degradation in upload speed

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Qubit
I Plan to Stick Around
Posts: 53

Re: Degradation in upload speed

Thanks so much for the reply. Here's the data you mentioned. What can you read from it? Thanks again!

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM4.200740.946
2849000000256QAM3.500238.983
3855000000256QAM3.600338.605
4861000000256QAM2.200438.605
5579000000256QAM4.100540.366
6585000000256QAM4.100638.983
7303000000256QAM5.000140.366
8597000000256QAM3.600838.605
9603000000256QAM3.100938.983
10609000000256QAM2.8001038.983
11615000000256QAM2.8001138.983
12621000000256QAM2.8001238.983
13633000000256QAM2.8001338.983
14639000000256QAM2.7001438.983
15645000000256QAM3.1001538.983
16651000000256QAM3.6001638.983
17657000000256QAM3.8001738.983
18663000000256QAM4.4001838.983
19669000000256QAM4.6001938.983
20675000000256QAM4.9002040.366
21681000000256QAM5.0002140.366
22687000000256QAM4.8002238.983
23693000000256QAM4.6002338.983
24699000000256QAM4.4002438.983
25705000000256QAM4.2002540.366
26711000000256QAM3.9002640.366
27717000000256QAM3.1002738.605
28723000000256QAM2.8002838.605
29825000000256QAM3.5002938.983
30831000000256QAM3.6003038.605
31837000000256QAM3.0003138.983
32843000000256QAM3.1003238.605
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K290600000YESYESYES5.199997
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
130596000ATDMA - 64QAM32.00016400000
238596000ATDMA - 64QAM34.00033200000
323700000ATDMA - 64QAM32.00026400000
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
Qubit
I Plan to Stick Around
Posts: 53

Re: Degradation in upload speed

Frustration with really low upload speed on Gigabit internet 

 

Hello everyone,

 

I am really frustrated with Rogers due to a problem with the upload speeds on my Gigabit connection and how they haven't been able to solve it.

 

For more than a year I had been having  35 Mbps of upload speed. Now, since about a month and a half ago, without me doing anything,  is about 15 Mbps oscillating between 10 and 20.

 

I have been dealing with Rogers to try to get it solved for two months now to no avail: Technicians have come three times including a supervisor who confirmed that the upload speed is too low and did a million of troubleshooting steps (including, among other things, two modem swaps and connecting the modem directly to the network closet on the 10th floor of my building and testing wired connection on several plugs with several cables and connectors).  Technicians don't find problems with signal strength or anything else, yet the speed is very low. The issue was escalated to maintenance twice. Maintenance keeps saying that all is well and when I called rogers again to report that my problem persists they told me that the only thing they can do is send another technician.... There have been 3 of them already and I can't lose work time again! 

 

I am not sure what to do. I stream content form my place and I need the upload bandwidth. Is there any way I could escalate this to a higher instance??

 

Thanks so much in advance!

RogersTony
Moderator
Moderator
Posts: 1,266

Re: Degradation in upload speed

Hello @Qubit,

 

We appreciate you posting your concern in our Community! I can imagine how totally frustrating it must be to be experiencing these issues with your Upload speeds especially when it was working fine for upwards of a year, until now. =(

 

Considering you've had numerous technicians on site including a supervisor it sounds like pretty much everything had been done to resolve this matter, to no avail. We would still like to review the notes on your file to see if there is anything that has not be done yet and take it from there. Please send us a Private Message to @CommunityHelps so we can pull up your info and get started on this.

 

If you are not familiar with our Private Messaging system please check out our Blog.

 

RogersTony

toolcubed
I'm a Senior Contributor
Posts: 474

Re: Degradation in upload speed

So after reading this, I’m really worried that I’m going to end up in the same boat. My upload speed’s average has gotten lower and lower. Ever since node work was done in my neighbourhood on Oct 16 thru 18, my upload speeds have gotten progressively worse accompanied by upstream packet loss. Prior to the work, I would consistently get 20Mbps on my 500/20 plan with no packet loss. Since Oct 18, upload speeds became intermittent but I could randomly hit 20Mbps, dropping down to 3-5 Mbps in the evenings. Now my upload speeds max out at 10-12 with same drop to 3-5 at night. The technician that was here checked everything and said nothing was wrong. My signal levels are great and so are my SNR levels. Thinking it could be the modem, I swapped it but the issues persist. Everything points to an area problem, whether it’s a problem with the node, the CMTS, or noise caused by another source (neighbour?). The technician said exactly the same thing when he was here. Another technician is scheduled to come on Nov 5th, but I have to ask why??? I don’t want to waste any more time with this, nor should another technician’s time be wasted on it. Processes have to change at Rogers. There are a lot of things that just don’t make sense, like why you put customers thru 2 techs before a senior tech can come out, and why 3 techs have to come out before maintenance checks the area, ESPECIALLY when problems surface when maintenance has done work in the area!!!! Can anyone recommend what I can do next? I don’t want to wait another week for another tech to come, only to be told a 3rd tech has to come, and then to be told that maintenance has to look at it, and then to possibly be told there’s nothing wrong. There obviously IS something wrong and it’s obviously NOT a problem on my end as things were more than perfectly fine prior to the node work. Please please please, can Rogers be a little more pragmatic here and do the right thing? Send a maintenance crew to check the node and CMTS.
meaculpa123
I've Been Here Awhile
Posts: 2

Re: Degradation in upload speed

I'm seeing the same upload issues now too: download speeds are good (on the gigabit package); uploads in the 5-7mbps range. Seems like the issue only started recently (within past week?). CSR opened a ticket for me, so will see what they say. As a datapoint, I'm in North York, in a condo; not sure if my neighbours are having issues.

Noobcamper
I Plan to Stick Around
Posts: 11

Re: Degradation in upload speed

Same here, Upload speed dropped to 5-7 mbps Thursday/ Friday of last week (nov 1st or 2nd).

 

Rep told me to try swapping out the modem, but it's literally a week and a half old. Also on gigabit plan, download speeds seem fine.

 

Cambridge House

meaculpa123
I've Been Here Awhile
Posts: 2

Re: Degradation in upload speed

For me, a technician came by, did a factory reset, which didn't solve the problem; he then swapped out the modem, but out-of-the-box was still slow. He then called IT (?) to get the modem firmware upgraded, and things were working fine after that. I don't know if the firmware upgrade on the original modem would've worked (it should have??) nor why firmware updates just aren't automatically applied in the first...

Noobcamper
I Plan to Stick Around
Posts: 11

Re: Degradation in upload speed

Swapped out the modem in the store.. still the same 😞
RogersAndy
Retired Moderator
Retired Moderator
Posts: 568

Re: Degradation in upload speed

Hey @Noobcamper,
 

A low upload, especially with such a drastic drop can be disconcerting to say the least O.O! We'd be happy to assist in identifying what's going on for you. Can you confirm for me if this is consistent or if it only occurs at certain times? 

Also are you able to share the signal levels of your modem? It'll be viewable on the "Status" page when you log in to the modem's GUI.


RogersAndy

Noobcamper
I Plan to Stick Around
Posts: 11

Re: Degradation in upload speed

Hey @RogersAndy,

 

It has been consistent for just over a week now. My brother in law lives on my cross street and his gigabit internet is fine. So it's either just my street, or just my house. I've tried the router connected directly to the cable with everything else disconnected so it's not my in home setup.

 

FYI, I do have a case open right now with Engineering. I should hopefully get some kind of answer soon. I've posted my signal results below.

 

Thanks!


Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -0.100 7 36.387
2 855000000 256QAM -5.900 3 31.689
3 861000000 256QAM -5.900 4 32.237
4 579000000 256QAM -0.600 5 36.387
5 585000000 256QAM -0.500 6 36.610
6 849000000 256QAM -5.300 2 31.616
7 597000000 256QAM -0.100 8 36.610
8 603000000 256QAM 0.200 9 36.387
9 609000000 256QAM -0.300 10 36.610
10 615000000 256QAM -0.300 11 36.610
11 621000000 256QAM -0.600 12 36.387
12 633000000 256QAM -0.500 13 36.610
13 639000000 256QAM -0.500 14 36.610
14 645000000 256QAM -0.700 15 36.610
15 651000000 256QAM -0.800 16 36.610
16 657000000 256QAM -1.000 17 36.610
17 663000000 256QAM -0.600 18 36.610
18 669000000 256QAM -0.800 19 36.610
19 675000000 256QAM -1.000 20 36.610
20 681000000 256QAM -1.100 21 36.610
21 687000000 256QAM -0.700 22 36.610
22 693000000 256QAM -0.900 23 36.387
23 699000000 256QAM -0.800 24 36.387
24 705000000 256QAM -1.300 25 36.387
25 711000000 256QAM -1.700 26 35.780
26 717000000 256QAM -2.500 27 35.780
27 723000000 256QAM -2.200 28 35.595
28 825000000 256QAM -4.100 29 29.620
29 831000000 256QAM -4.100 30 30.206
30 837000000 256QAM -4.400 31 30.647
31 843000000 256QAM -4.900 32 31.136
32 303000000 256QAM 2.800 1 36.610
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 2.000000
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700461 ATDMA - 64QAM 32.750 5 6400000
2 38595824 ATDMA - 64QAM 35.250 6 3200000
3 30595412 ATDMA - 64QAM 32.750 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