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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***

188 REPLIES 188

Re: Degradation in upload speed

Noobcamper
I Plan to Stick Around
Swapped out the modem in the store.. still the same 😞

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

Re: Degradation in upload speed

Noobcamper
I Plan to Stick Around

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

Re: Degradation in upload speed

Hello @Noobcamper,

 

Thanks so much for posting your signal levels!

 

While they are well within the specified range the signal levels seem to be fluctuating a lot in terms of strength and SNR. It's difficult to determine if this is related to your specific issue without running additional tests from our end. If you have a Ticket already open I would wait on the results of that as its possible there is an issue detected in the area which would require maintenance.

 

Let the Community know once you get the results of the Ticket and when your issue becomes resolved!

 

RogersTony

Re: Degradation in upload speed

Noobcamper
I Plan to Stick Around

Yep, having someone come on Tuesday. It does seem to be slowly getting worse. I am down to 450 down, 2.5 up and I get random lag spikes in games, and streaming videos are having buffering problems 😞

 

Will let you know.

 

Quick Edit: My brother in law lives on my cross street and has this same service. His is fine, so it's either my street specifically, or the line that's coming into my house. I've pretty much eliminated my setup by connecting the modem directly to the line that comes into my house with nothing else on it.

Re: Degradation in upload speed

dtx1
I Plan to Stick Around

Hello everyone,

 

I'm on the 150/15 ignite internet plan, and for the last 3 weeks my upload has consistently been at ~2Mb/s. One day the upload speed dropped to 0.07Mb/s. The modem kept dropping internet. The download speed has been fine for the most part (if the modem was able to connect to the internet, the download speeds were reliably at 150Mb/s). Needless to say, conversations over the internet were not possible (I would sound robotic and choppy), as well as any activities that required upload (Google Drive, browsing would be really slow, some pages would not load).

 

After numerous phone calls, 2 "issue fixed" tickets, and a tech visit (they confirmed the line signals were excellent, and even swapped out the modem to rule out any hardware issues), they decided to send this problem over to the maintenance team, as the technician could not find anything wrong on my end, and Rogers told him that everything was fine on their end.

 

A couple of days later, while I was waiting for the bus, I saw a Rogers employee come out from the back of my neighbour's house, carrying some sort of electrical device with cables connected to it. When I came home I was ecstatic to see that the upload speed had returned and that I was actually getting what I was paying for.

 

Two days later, the problem came back again:

 

There does not seem to be any signs of it stopping. However, the internet returns to normal for about a minute at a time, but with high jitter and ping, which didn't happen before.

 

I don't know what else to try, everything seems out of my hands..

It's been almost a month long problem, and it still has not been solved.

 

I just got off the phone with someone from Rogers, and they said that they'll send a "chronic?" technician, as well as contacting the maintenance team to check the neighbourhood again. In the limited notes related to the recent maintenance work, the maintenance people said they fixed noise issues.

 

My fear is the problem may not be there when the maintenance people check my area, and find nothing due to the nature of this intermittent problem. In addition to that, because maintenance work is probably an expensive resource, they may then say nothing is wrong at this time, and I'll have to call about this issue again. It's been almost a month for god's sakes.

 

@Datalink I have a good suspicion that this may be the cause of Twitch upload issues that I am still experiencing today..

 

If this isn't fixed this time around, what should I do?

How many more weeks of this until they fix this, IF they fix it?

The technician has already proven that the issue is not on my end, yet we keep going round and around in circles.

 

I apologize if I sound like I'm ranting, but I'm frustrated that it has taken this long and it still hasn't been fixed.

 

Any advice would be greatly appreciated, thanks.

 

Re: Degradation in upload speed

Noobcamper
I Plan to Stick Around

So, the morning the tech was to show up I ran a speed test and everything was back to normal.

 

I didn't cancel the appointment as I still wanted the tech to check my lines, but as I suspected once he showed up he did say they found a degraded signal issue on my street and that they were actually still working on it.

 

It's been fine since.

Re: Degradation in upload speed

RogersAndy
Retired Moderator
Retired Moderator

Hey @dtx1
 

As a streamer myself, intermittent low upload can be incredibly brutal to deal with to say the least. Nothing worse than dropped frames when you're trying to keep a consistent viewing experience :[. 

Regarding your concerns, I am glad to hear that it's been escalated for you and that maintenance has been engaged. We're looking forward to a swift resolution.

Couple of things to note regarding slow upload speed that might ease some of your concerns. Slow upload is often caused by one of two issues, signal to noise ratio being out of spec on the upstream or network congestion in the area. Both of which are viewable even when intermittent as it can be tracked over time. Though both can be spotted, identifying the source and leading them to resolution can take varying degrees of time. With noise related issues there should be improvement over the next 7 days though if the concern is congestion related and segmentation is required the time line could be upwards of a year.

It's important that when identifying the cause of a customer's concern that we set appropriate expectations, so if for any reason you do still require assistance please let us know and we'll be happy to review the issue with you to provide any available information. To do so, send us a private message @CommunityHelps and we'll have the ability to determine next steps. For more information on our Private Messaging system, please click here.
 

Hoping to see this resolved soon for you and happy streaming :). 
 

RogersAndy

Re: Degradation in upload speed

dtx1
I Plan to Stick Around

@RogersAndy

 

They said that the maintenance team didn't find anything unusual. They asked for them to look at it again.

 

I've been having the same poor internet connections the whole day, and after I tried resetting the modem, it just kept rebooting for 15 minutes until it could get back to this:

 

If it isn't fixed after the next maintenance visit, I think it's in everyone's best interest that I switch over to a provider that uses Bell infrastructure; maintenance visits aren't cheap and continuing this cat and mouse chase benefits no one.

 

The people who have helped me have been nothing short of courteous (DJ, Michael, Koshy), however this problem has been going on long enough. I'm not sure how long its supposed to take to solve a problem like this, but I'm not sticking around for another week.

 

I've been with Rogers for about 5 years or so, and while the service started out excellent, it's been nothing but downhill the last two years.

 

Thank you and best of luck to everyone else.

 

EDIT: After talking with the escalation team, they basically said that they aren't able to send in maintenance requests until another senior technician (likely the same one, as the last one was also a senior technician in my area) comes in at the right time and sees that there's upload issues (even though a technician confirmed it 2 weeks ago). Not only does the technician have to come in at the right time, but there's also another dice roll with respect to the maintenance team catching the problem.

 

As for current options, I can only wait for the senior technician to come in, as well as await approval for a SamKnows box. In the meantime, I will be forwarding a complaint to the Office of the President and the CCTS for pressure, as nothing will change in the current situation. I'm very disappointed by how Rogers is handling this issue.

 

The first technician who came swapped my modem, confirmed that the signals were excellent, yet the upload speed was still abysmal (on his machine, directly connected to the new modem (CGN3) in its default state). Is this not proof enough for someone to seriously look at this?

Re: Degradation in upload speed

Good evening @dtx1,

 

Experiencing slow upload speeds can definitely cause some inconveniences. Feeling left without a resolution after several calls and a technician can be frustrating. 

I know you have gone through troubleshooting but we'd like the opportunity to further assist you if we can. 

 

Could you please directly connect an Ethernet cable from the modem to the computer?

Open a web browser and enter the following address to access the gateway login page: 192.168.0.1.

Login with:

  • Username: cusadmin
  • Password: password   (Or with your password if it was already set up)

Click Status at the top of the page and the DOCSIS WAN tab.

 

Copy and paste the results, but please take the time to remove your MAC address.

 

Thanks!

 

RogersMaude

Re: Degradation in upload speed

dtx1
I Plan to Stick Around

Hello, @RogersMaude

 

I submitted a complaint to the CCTS a couple of days ago and I was promptly contacted and told that the issue will be investigated further.

 

Yesterday I caught a brief, odd drop in download speed, but the upload speeds were fine (which has not happened in the last month). I believe that something may have been done, as I have not experienced any drops in upload for the rest of yesterday night. For the time being, I don't want to touch or change the modem configuration at the moment until they are finished (I had it bridged since the time the last technician came).

 

As soon as I am updated, and if I run into the problem again, I will post again with my signals (just a quick note that prior to the first technician coming in, I was checking the signals and they were fine even though the issue persisted; moreover, the tier 2 support agents were seeing the same thing, as well as the technician that actually came in and verified that there were no signal, or local hardware issues).

 

Thanks

Re: Degradation in upload speed

AtlantisSRT4
I Plan to Stick Around

Alright I'm going to tell you this right now. 
DEMAND they redrop the line to your house.
I went through this exact thing a while back and nobody would listen to me, UNTIL I demanded they redrop the line.
I've been streaming to twitch on rogers for 4 years now. Only once or twice was it ever bad for packets getting dropped prior to the line and they were due to network driver configurations, or Twitch having issues with their ingress.
Here is the thing, they will hum and haw at you trying to get out of redropping that line, but MAKE THEM.

I was told this same thing:

"Couple of things to note regarding slow upload speed that might ease some of your concerns. Slow upload is often caused by one of two issues, signal to noise ratio being out of spec on the upstream or network congestion in the area. Both of which are viewable even when intermittent as it can be tracked over time. Though both can be spotted, identifying the source and leading them to resolution can take varying degrees of time. "


And I explained:
This is precisely the case: SnR out of spec due to a failing, faulty, or damaged connection between the pole and your demarcation box. 
It's not congestion at 3 in the morning only using 5Mbit of my 50/mbit upload.

https://r1ch.net/projects/twitchtest
Use that to PROPERLY test your connection.

https://help.twitch.tv/customer/en/portal/articles/1043182-quality-of-service-and-you-chasing-the-10...


Re: Degradation in upload speed

this looks like it will be the next Step.

 

We went from business internet, which was fine until the weekend before NOvember 8, then it went to . . We called and talked and even moved to Ignite. Then we got a message recently that the issue was fixed, some wire pair problem at a box or something.

 

Now things are back to the way they were. . ! it was ok for a few days, now it's junk again.

I cannot base my stream times around when Rogers feels like working, i don't have that free time to do it.

 

I expect to have a working service, period. . i expected a better service when i was on a business internet, but got better response from being a residential. Thanks for the tip on demanding a new line drop.

Re: Degradation in upload speed

dtx1
I Plan to Stick Around

@AtlantisSRT4

 

If by "redropping the line", you mean switching the line from the pole in the backyard area to my demarc box, they did that 2 day ago.

 

Roughly an hour ago, I logged onto Discord, and my friends told me my voice was robot-like.

 

For about half an hour:

 

 

 

The supervisor recommended me to swap out my modem, as it is an older CGN3, but I already had this issue with a CGNM-3552.

 

It's been two whole months of cat and mouse, tech visits, maintenance work, and hours of cumulative time spent on the phone with tech support. Apparently, I'm the only one with this issue, even though tons of other people report upload issues (most notably Twitch).

 

The next step Rogers offered to do was to install a line monitoring device (I'm assuming a SamKnows box), but I declined. I'm sick of this whole ordeal.

 

I don't think it's a coincidence that these upload issues got much worse when Rogers started pushing these ridiculous promotions to catch up with Bell.

 

 

I will be taking my business to Bell.

Re: Degradation in upload speed

X-Nemesis
I Plan to Stick Around

Why is it so bad and what steps should I/Can I take?  I unplugged the Coda-4582, waited a minute and then plugged it back in.  But still the bad speeds.

 

I used Speedtest.net with the Rogers Toronto server and Netflash from Kitchener, which is nearest to me.  I achieved the same speeds and pathetic upload from both.

 

Re: Degradation in upload speed

@X-Nemesis call tech support, indicate what you're seeing for data rates and ask the Customer Support Rep to run a signal check on the modem. 

 

Ask the CSR to look specifically at the DOCSIS 3.1 data and ask if the modem is running in DOCSIS 3.1 mode (which it should be in), or if its in combo mode running DOCSIS 3.0 and 3.1, or if its in DOCSIS 3.0 mode only.  Each one of those will indicate different issues.  DOCSIS 3.1 mode indicates an issue with the OFDM channel which runs in the 275 to 467 Mhz range (roughly), combo mode indicates that the DOCSIS 3.1 channel doesn't have enough bandwidth to provide the expected data rates (overloaded CMTS??), and DOCSIS 3.0 mode indicates that the OFDM channel can't support a QAM level of 64.  That could be a problem with the signal levels and / or a problem with in channel noise.  

 

So, first step is to start with tech support and see what turns up. 

 



Re: Degradation in upload speed

X-Nemesis
I Plan to Stick Around

Thanks, I'll give them a call and check on the tips you've given.

Re: Degradation in upload speed

Good morning @X-Nemesis!

 

Have you had an opportunity to call in yet for support or is this issue still ongoing?

 

We can always assist you right here over the forums if you prefer that over calling in! Please PM us @CommunityHelps if you're interested. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

Re: Degradation in upload speed

Upload speed / performance is intermittently unusable and I cannot get Rogers to figure it out

 

 This is not a problem with the modem or anything in the house. I have been dealing with this issue for many months which I have detailed here. There is a problem with Rogers exterior lines. This is a nightmare because every time you call rogers you have to start from scratch.

 

I have been dealing with this issue for 4 months now. I have had 3 separate visits from rogers technicians who all confirm its not an issue with my modem or anything within the home itself. It was fixed after the second visit when Rogers sent out the service team to repair the exterior lines. Not the ones running to my house but the main ones. I even got a call from them after saying they figured it out and it should be fine. It was fine but a month later it came back. As a side not the first time I called they made me go out and get a brand new modem which of course didn't fix it. 

 

Here is a screen recording of the current situation:

Link contains public IP address; removed for privacy concerns - RogersMoin

 

So having no proper record of the issue, I had to have yet another support person come to the house and once again they could not figure out any issue with the modem. It was explained to be after visit 2 when they seemed to have fixed it that there is a problem with the main lines. And the problem does not show up on Rogers telemetry so the tech support person on the phone never sees anything wrong. 

 

So I am stuck in this never ending cycle of:

  1. upload speed drops off completely
  2. call rogers
  3. 25 minute call with the support agent to go through the usual support troubleshooting (restart modem, plug directly in, they run all sorts of tests that come up empty)
  4. Support sends over a person
  5. Person cannot find any issue aside from seeing the terrible performance
  6. Issue resolves itself for a few days or maybe a week at a time

What do I do next? I cannot spend hours again going through this. Does anyone else have this issue? If it was fixed by the line maintenance people why can't they fix it again?

Re: Degradation in upload speed

stueynet
I'm Here A Lot

@RogersCorey or @RogersMoin any thoughts on what I should do next. Obviously a 4th service call is not the answer. Is there any ability for Rogers to fix this issue?

Re: Degradation in upload speed

Figured I would mentioned that at this particular moment the upload speed is back up to 10MB or so. I have not done anything internally.
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