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Degradation in Upload Speeds

space2001
I Plan to Stick Around

Upload on Gigabit Horrible

 

Used to get my actual speed of 30  But now barley getting 3-5

 

WTH is going on.

 

Rebooted my modem and everything .

 

 

 

***Edited Labels***

67 REPLIES 67

Re: Degradation in Upload Speeds

space2001
I Plan to Stick Around

Well this morning everything was good Gigabit speeds as advertised.

 

Once Noon hit, My stream went to . . now getting 2-4Mbps UPLOAD. 

 

It seems with everyone being home it has killed the rogers network and has made it so I can't stream.

 

When I am supposed to get the advertised speed on 30Mbps and I can't .

 

Looks like rogers is getting a call from me.

Re: Degradation in Upload Speeds

RogersMoin
Moderator
Moderator

Hello, @space2001.

 

Thank you for posting your upload speed concern and the update. We can run a few tests and check your line condition to determine the root cause of the slow upload speed. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog

 

Cheers,

RogersMoin

Re: Degradation in Upload Speeds

xo1
I Plan to Stick Around

I am literally having the exact same issue with the 500U plan.  I can expect a slight drop due to the fact more people are at home, but at 10-20% of what is already a mediocre upload speed is unacceptable.  Downloads still between 300-600Mbps, but upload cannot get past 3Mbps at any time of the day.  Its making uploading files for school extremely irritating without destroying the connection in my home for everyone else. 

 

Edit:  I now have confirmation my neighbor is having the same problem.  Definitely an issue on Rogers' end.

Re: Degradation in Upload Speeds

Hello, @xo1.

 

Thank you for joining this discussion and welcome to Rogers Community Forums!

 

The upload speed dropping to 3 Mbps can be quite disruptive; I'm happy to look into it for you. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog

 

Cheers,

RogersMoin

Re: Degradation in Upload Speeds

xo1
I Plan to Stick Around

Upload Speeds and Connection Quality

 

For the last 3 weeks the upload speed on my street and in my neighborhood has been near unusable.  I have contacted support and they continue to delay the ticket and tell me that there has been a problem solving my issue.  Great. I understand that this is an unprecedented time due to COVID-19, but I am an email away from crippling the internet in my home for everyone else.  Any sort of upload task immediately kills the connection quality for anyone else in my home trying to request a web page, play a game, or upload another file.  I can understand the download speeds being hurt, which they have (500 down to 200Mbps) but my upload going from 20Mbps to 1Mbps (if I am lucky) is honestly offensive.  It is crippling my family's ability to work from home.  After this crisis is over, I am genuinely going to reconsider switching to Bell, as it is quite clear Rogers' infrastructure was not built to even moderately handle what it should.  Is anyone else still having issues with latency, packet loss, or poor upload speeds?  If so have you fixed it yet, and how was it fixed?

Re: Degradation in Upload Speeds

DaDDz
I Plan to Stick Around

I've seen the same.  Started a ticket a week or so ago, that was eventually closed saying they didn't see an issue.  I called in next and a good chat with a tech who basically said the network is extremely stressed.  I have a 500/20 account which was always stable, that does about 300-400/5-10 now during the day starting around 7-8 in the morning till midnight.  After that it jumps back up.  It's mainly the uploads that are killed.  I'm fortunate not much work is needed to be done at home.  I'm sure they are doing their best, as we all are and I'm not sure any internet infrastructure could be ready for what we're facing.  Watch all the remote interviews the media is doing and you'll see lots of frozen screens, lags and dropped connections.  It's not just Rogers.

Re: Degradation in Upload Speeds

RogersAndy
Retired Moderator
Retired Moderator

Hey @xo1!

 

Sorry to hear you're seeing such poor upstream performance! Congestion in an area can definitely be negatively impacting to the intended service experience. If a ticket has been escalated for you for slow upload speed then our network team would notice if there is congestion and your area would be slated for segmentation. If that's the case then your ticket would be closed and that's normal. We're always working to expand and improve our network and we hope to see upstream performance improve for you soon!

 

If you have any questions or would like us to check on your network, feel free to send us a PM @CommunityHelps. For more info on our PM system you can check out our blog.

 

@RogersAndy

Re: Degradation in Upload Speeds

GMX
I've Been Here Awhile

HUGE Upload Speed Decrease for my internet (Markham)

 

Hi team,

I am using Ignite Internet 300-Unlimited package, it was being good and two weeks ago the upload speed started to decrease ALOT. 

I supposed to have 20 mbps upload speed and it was kept being at 5-10  mbps for weeks now. It made my games unplayable and also impact my work. 

I called customer support on phone and also arranged technician visit, however, they informed me they have done everything on their parts (customer support tried to fix it online, saying it was signal issue / technician did everything he could when he arrived & replaced wires and changed hardware) and the issue STILL exist.

I strongly doubt this is a Street/Node/Area issue, please fix this asap. I am living in Markham area. 

It is getting frustrating since I am not able to go out of my place and stuck at home with this slow internet.

PLEASE help

Re: Degradation in Upload Speeds

Datalink
Resident Expert
Resident Expert

@GMX :

 

1.  running ethernet or wifi where you see the slow upload data rates?

 

2.  What modem do you have?  The black vertical Hitron modem (CGN3xxxx) where the modem model is on the back of the modem, the white Hitron CODA-4582, or the newer grey/black XB6 which is used for the Ignite TV service (IPTV).  The XB6 modem model is found on the bottom of the modem which will indicate an Arris TG-3482ER or a Technicolor CGM-4140 modem.



Re: Degradation in Upload Speeds

GMX
I've Been Here Awhile

@Datalink  Thanks for the response.

 

1. I am running ethernet (wired to my desktop) all the time. 

 

2. The moderm I got is the white Hitron CODA-4582.

 

Regards

Re: Degradation in Upload Speeds

xo1
I Plan to Stick Around

I am convinced it is the local CMTS being brought to its knees.  I have spent the last few days talking to support and doing my own troubleshooting.  One trend I notice is that upload speeds and stability are perfect late at night/early in the morning, between 2-6am.  Secondly, my response time when pinging the local CMTS are absolutely abysmal during the day.  There is no amount of convincing someone can give me that 35-50ms average response times to a box down the street from my house should be that high.  And that is just the average.  It was jumping from anywhere between 20-150ms.  So I was curious and decided to continue to ping it overnight, and see if it followed the trend of increasing upload speeds, and surprise it did.  My upload recovered to 20Mbps at 2am from 1.6Mbps at 2pm this afternoon, while the response time decreased to 18ms from 45ms this afternoon.  The tech I spoke to today said something about a solution to an area issue being scheduled for June 30th, which leads me to believe he was talking about them splitting the load on the CMTS.  

Re: Degradation in Upload Speeds

Hello, 

 

@GMX - Thank you for posting your upload speed concern and welcome to Rogers Community Forums! Slow upload speeds can hinder gaming and other activities; we can look into it for you. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog

 

@xo1 - We appreciate the additional info and thank you for continued patience. As RogersAndy suggested in the previous response, feel free to send us a private message so we can check the ticket status. 

 

Cheers,

RogersMoin

Re: Degradation in Upload Speeds

xo1
I Plan to Stick Around

I have contacted Rogers support 5 times through live chat on your website already, I have been posting here to see if the community has had similar experiences and solved them. Sending a PM at this point would probably be redundant.

Re: Degradation in Upload Speeds

xo1
I Plan to Stick Around

Update: Spoke to another tech today, who confirmed that the issue is an overloaded CTCS which is slated to be fixed June 30th. I would bet most people having this issue will be waiting very long for a fix as well. If you are having this issue and rely on your upload speed to be good for work, school, etc. , start pursuing alternate means.

Re: Degradation in Upload Speeds

jasonkapono
I've Been Here Awhile

I live in Brampton, L6X postal. Have had the 500/20 connection for almost a week. Since getting it, I rarely see upload speeds greater than 2mbits. Download speeds can frequently, if only temporarily, go to around 700mbits. Occasionally, upload does get up to 20mbits, but very rarely. Live chatted w/ tech support and she kept re-iterating that the speeds are "up to 20mbits", as if some how that makes a delivery of 10% of advertised speeds acceptable. The main issue is that if I run anything that uses up the 2mbits upload bandwidth, pings spike to 1-2s to servers they were otherwise low on, which can get pretty annoying. A ticket was created though, in the end. Sounds like others are having similar problems.

My modem upload data is:

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

1
2
3
4
Locked
Locked
Locked
Locked
22 MHz
25 MHz
30 MHz
36 MHz
2560
2560
5120
5120
40.3 dBmV
40.3 dBmV
40.5 dBmV
41.8 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
TDMA_AND_ATDMA
ATDMA
ATDMA

 

The support person stated the stats look fine. Anyone here have any thoughts?

Re: Degradation in Upload Speeds

dannychenca
I've Been Here Awhile

I have ignite 75, my download speed is ok most of the time, but upload can barely get to 500k during date time while it advertised at UPTO 10Mb.  I can't do a proper conference meeting online.  My modem is CGN3ACSMR. Following at the stats. I have called tech help several times, keep telling me no problem, although they say my upload should be 2-3Mbps.  Yes, I can get that speed after 1am, not anytime after 9am.  I just did a test, my upload is 720kbps, my download is 63mbps. This is 1:04am

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview
Network Access Permitted
IP Address 7.16.6.88
Subnet Mask 255.255.252.0
Gateway IP Address 7.16.4.1
DHCP Lease Time 😧 06 H: 22 M: 58 S: 40
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM -1.700 7 40.366
2 579000000 256QAM -1.900 5 40.366
3 585000000 256QAM -1.600 6 40.946
4 279000000 256QAM -7.000 1 38.983
5 597000000 256QAM -1.400 8 40.946
6 603000000 256QAM -1.700 9 40.366
7 609000000 256QAM -1.800 10 40.366
8 615000000 256QAM -1.700 11 40.366
9 621000000 256QAM -1.700 12 40.366
10 633000000 256QAM -1.900 13 40.366
11 639000000 256QAM -1.600 14 40.946
12 645000000 256QAM -1.900 15 40.946
13 651000000 256QAM -2.000 16 40.946
14 657000000 256QAM -2.100 17 40.366
15 663000000 256QAM -2.000 18 40.366
16 669000000 256QAM -2.200 19 40.366
17 675000000 256QAM -1.800 20 40.946
18 681000000 256QAM -1.800 21 40.946
19 687000000 256QAM -1.600 22 40.946
20 693000000 256QAM -1.800 23 40.946
21 699000000 256QAM -1.700 24 40.366
22 705000000 256QAM -1.600 25 40.946
23 711000000 256QAM -1.400 26 40.946
24 717000000 256QAM -1.800 27 40.366
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
2 36996000 ATDMA - 64QAM 51.000 4 6400000

Re: Degradation in Upload Speeds

@dannychenca can you delete the IP Address and Gateway IP Address from the data please as that is specific to the modem and shouldn't be posted in an open forum. 

 

1.  On the upstream side, the modem uses three or four DOCSIS 3.0 channels.  You could have four upstream channels with that modem, but typically we see three channels running with that modem.  No matter what, you should have at least three upstream DOCSIS 3.0 channels running as a minimum. 

 

The downstream DOCSIS 3.0 channels (1 to 32) are all low.  Most are ok even though they are low, the exception to this is Channel 1 Port ID 4 at 279 Mhz.  That is sitting at -7 dBmV.   You can live with the remaining DOCSIS 3.0 channels where they are currently sitting, but I strongly suspect that the problems you're seeing are due to signal conditions in the lower 500 Mhz band of your cable system, which also includes the upstream channels that run below 50 Mhz. 

 

Unless you missed the other two upstream channels, you have real problems on the upstream side.  You should have three, possibly four channels running.  You show only one, and that channel is running at its max normal power level which essentially is a failure point.  The typical power level range for three or four channel ops with this modem is 36 to 40 dBmV.  Your single channel is running at 51 dBmV, roughly 15 dBmV above normal.  If the external cable and its connectors degrade beyond acceptable signal loss conditions, that will usually result in the downstream signal levels dropping, basically what you have in the lower 500 Mhz range, and the modem will increase its power levels on the upstream channels in order to maintain comms with the Cable Modem Termination System (CMTS).  When it can't do that with three or four channels, it will shut down channels one by one, and use the total output power across the remaining channels.  So, if your signal data is correct, that you only have one upstream channel, then your modem is operating in a survival mode, maintaining just enough comms with the CMTS that it provides very slow service, downstream and upstream. 

 

So, I guess its good news and bad news, good news that the modem is still operating, bad news that it's barely operating.  

 

1. Can you check the table again to see if you missed any upstream channels?  If so, can you repost the entire table again.  Disregard any data that sits above the "Downstream Overview" line.  I'd like to see the whole table to see whats going on and to see what was missed, if anything.  If it is the case that there is only one upstream channel running, then you've got problems. 

 

In short,  if you really do have a single upstream channel running, the statement that there's "no problem, although they say my upload should be 2-3Mbps" is a load of you know what.  Call tech support and ask the Customer Service rep to run a signal check on the modem.  With one upstream channel running that check should fail automatically.  That should be followed by a discussion for a tech visit.  Techs aren't allowed to enter the customers home these days from what I understand, but, this is most likely an external signal issue which the tech can deal with outside of the home.  

 

Please let me know if the CSR blows you off and indicates that all is well when you only have a single upstream channel running.  That is and would be completely unacceptable.  If that happens, it will be time to involve the moderators @CommunityHelps 

 

You should be able to easily max out the 75/10 data rates without any problems.  That might depend on your wifi settings to some degree and the local competition as well, but, I suspect that even with less than optimal wifi settings, that 75/10 should not be a problem to achieve. 

 

Ok, hope this helps.  As they say in the movies, "Go get 'em, tiger".

 

 

 



Re: Degradation in Upload Speeds

dannychenca
I've Been Here Awhile

thanks for the reply.  I didn't miss anything.  Channel 4 is the only upstream channel I saw.  So what's next? How can I change it to 3-4 channels?

Re: Degradation in Upload Speeds

@dannychenca rebooting/restarting the modem should temporarily return it to three or four channel operation.  That doesn't resolve the underlying problem with the external cable and/or connectors.  

 

So, don't reboot the modem.  Call tech support and ask the Customer Service Rep to run a signal check on the modem.  Don't reboot the modem at this point, even if asked by the CSR.  Advise the CSR that you only have one upstream channel running.  He or she should run the check and it should fail due to having only one upstream channel.  If at that point the CSR asks you to reboot the modem (at which point the modem returns to three/four channel upstream operation) and then declares victory, that's just wrong, as all it does is temporarily solve the issue and does nothing but kick the can down the road for you to deal with another CSR (very shortly thereafter).  The signal check should fail and the CSR should arrange for a tech visit at your convenience. 

 

You need a tech to determine what the problem is and fix it.  The CSR should also check your neighbours modems to see if they have the same problem, or if the problem is restricted to your cable system.  A wider problem would probably require a senior tech as it would point to an issue with the local tap which connects you and your immediate neighbours to the network, or it would point to an issue further upstream.  So its important to check your immediate neighbours in order to assign the correct tech to the task.  Normally this should be a single cable issue, but a quick check would confirm that.

 

Please let me know how the conversation turns out. 



Re: Degradation in Upload Speeds

dannychenca
I've Been Here Awhile

The technician visited my house today and couldn't solve the problem. He changed the modem, swap the split, no help. In the end, he directly hook the modem to the out door line,  got the same speed (<500kbps upload). Then he said that our area is overloaded, he can't do anything about it. Although he is very nice and patient, I am not happy with the outcome.  I know that everyone is working from home these days, but I can't imagine company like Rogers didn't have enough capacity for future growth. BTW, I have been working with Rogers back and forth since end of Feb, and nothing has been done to improve or fix the problem. They just kept asking me to reboot modem, change new modems or upgrade my service to higher tier.  Totally waste of my time. I went with Rogers instead of other cheaper subcontractor of Rogers because I can get better service in case I uncounted problem.  But now I can tell "better" service is just a joke. This forum is way useful than the support line.