Degradation in upload speed

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Resident Expert
Resident Expert
Posts: 6,263

Re: Degradation in upload speed

@Philip360 your stats aren't terribly bad.  Can you have a look at the back of the modem to determine exactly what model of CGN3xxxx you have.  There should be a product sticker at the back of the modem.  

 

With Hitron modems, running Pingplotter can cause false packet loss indications.  That's due to a firmware timing issue within the modem.  To accurately determine if there is a packet loss problem, you need to run a ping to the Cable Modem Termination System, which is the IP address after the router or modem, depending on which device you happen to be running.  In your case, assuming that the modem is in Bridge mode and the router is in full router mode, then IP address #2 is the CMTS.  Run a command line ping to that address and let it run for a considerable amount of time.  I usually run 24 hour tests.  Over the course of a 24 hour period, you should only see somewhere in the range of 10 to 20 lost packets, somewhere around 0.01% or so.  If you have packet loss issues, and they show up in the ping test (not Pingplotter) then the issue is usually with the external cable and/or connectors.  If you are in a period where the packet loss is showing up, call tech support and ask the CSR to ping the modem from the CMTS or ping the CMTS from the modem.  Keep your ping test running.  When you see packet loss, the CSR should also see packet loss with his or her test.  The question at that point is, is this a single line issue (yours) or an issue between the local tap and the CMTS or something else.  Its up to the CSR to determine that in order to dispatch the correct tech, contractor, Rogers or Maintenance crew.  Keep at this and don't let up on tech support.  Put them on speed dial and don't be afraid to use it.  

 

Having said that, you have a high time shown for the router return times.  17.99 ms is really excessive for a return time from the router.  They should all be below 1 ms.  You should probably run an extended ping session to the router, looking for high time returns and if they keep occurring, the question is "why?".  There are also a couple of Rogers servers which aren't responding as they should.  209.148.233.177 and 209.148.235.26 are returning about half of the pings.  Understanding the argument that ISP servers are set so they don't respond to pings, my response is that I don't agree with that.  If those servers are always losing a good portion of the pings, that should be reported to the Level II tech support.  He or she won't be able to fix them, but, a report can be sent to the NOC or engineering staff to have a look at the issue.   

 

The CGN3 series modem should be ok in terms of IPV4 ICMP (ping) latency thru the modem, just depends on which modem you have.  That can be seen by looking at the return times from the CMTS.  They should be in the 8 to 13 milli-second range.  If your local node has capacity issues in high use times, that return time could increase up to the 150 to 200 ms range.  If so, and its persistent, then you have an issue with the load at the CMTS.  The Level II techs can tell you what the load is on any given CMTS.  Level I techs don't have access to that info. 



Highlighted
I've Been Here Awhile
Posts: 3

Re: Degradation in upload speed

Thank you for replying. First the non-technical part, I had a technician scheduled to come and investigate today and I was called that he can come early, then himself called me he is 10 minutes away, then he called 2 minutes after to tell me he is not coming because he is dispatched somewhere and then the dispatch person called to tell me the technician is "sick" and we have to reschedule for Wednesday because apparently they do not have anyone available for tomorrow - glorious Rogers service right here!

 

Now  the technical part, my modem is HITRON CGN3AMF and I know you guys are more network savvy than I am but for me its hard to believe Ping plotter is the one to be faulted. It was Overwatch the video game complaining that I have packet loss, it is always the first thing to ring the alarm as it is very sensitive. Here are my results with the built-in ping utility and removing my router so I am directly connected to the modem in gateway mode and pinging the node (2nd hop after the gateway which is the 1st):

 

Ping statistics for 72.141.22.129:
Packets: Sent = 595, Received = 590, Lost = 5 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 522ms, Average = 29ms

 

Trace route as proof:

 

Tracing route to INTEL_CE_LINUX [72.141.22.129]
over a maximum of 30 hops:

1 * 1 ms <1 ms hitronhub.home [192.168.1.1]
2 21 ms 21 ms 10 ms INTEL_CE_LINUX [72.141.22.129]

Trace complete.

 

Bonus - tcping external utility results that uses TCP protocol rather ICMP to "ping" a host on a specific port - 80 by default and I used google.com:

 

Ping statistics for 172.217.1.14:80
474 probes sent.
472 successful, 2 failed. (0.42% fail)
Approximate trip times in milli-seconds (successful connections only):
Minimum = 10.574ms, Maximum = 607.748ms, Average = 29.830ms

 

The obligatory speedtest (after the ping tests complete, not during):

 

The suggestion that I have to keep calling Rogers/Fido simply is not a solution, as much as I want to get this fixed I am way too obsessed about it that something like this should require, I will simply cut my loses and move on to the next available Internet technology.

 

I hope by posting here someone from the more senior technical staff will get some interest in this and escalate my problem.

 

I've Been Here Awhile
Posts: 3

Re: Degradation in upload speed

And just like that after 9pm everything cleared, no reboots no resets. It will be good until next time, it could go south again, tomorrow, next week or the one after you never know. If this does not scream - "a node issue problem" then I do not know what. The tech will come on Wednesday on my rescheduled appointment, he will see no issue and the cycle will begin again

 

Target Name: 8.8.8.8
IP: 8.8.8.8
Date/Time: 7/30/2018 10:54:44 PM - 7/30/2018 11:04:44 PM

Hop Sent PL% Min Max Avg Host Name / [IP]
1 601 0 0.57 7.88 1.95 hitronhub.home [192.168.1.1]
2 601 0 9.00 162.37 26.35 INTEL_CE_LINUX [72.141.8.129]
3 601 0 8.61 205.12 22.94 8083-dgw01.wlfdle.rmgt.net.rogers.com [67.231.221.109]
4 601 0 9.00 154.66 23.57 INTEL_CE_LINUX [209.148.235.109]
5 601 0 7.53 158.79 25.28 INTEL_CE_LINUX [209.148.235.34]
6 599 100 0 0 0 [-]
7 601 0 9.00 154.03 24.81 INTEL_CE_LINUX [108.170.250.225]
8 601 0 7.39 182.92 25.89 INTEL_CE_LINUX [108.170.227.171]
9 601 0 9.26 162.21 23.80 8.8.8.8 [8.8.8.8]

 

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1693000000256QAM-2.8002340.946
2579000000256QAM-1.900540.946
3585000000256QAM-2.100640.946
4591000000256QAM-2.500740.366
5597000000256QAM-2.400840.366
6603000000256QAM-2.700940.366
7609000000256QAM-2.6001040.366
8615000000256QAM-2.7001140.366
9621000000256QAM-3.2001240.366
10633000000256QAM-3.3001338.983
11639000000256QAM-3.2001438.983
12645000000256QAM-3.6001538.983
13651000000256QAM-3.4001640.366
14657000000256QAM-3.3001738.605
15663000000256QAM-2.9001840.366
16669000000256QAM-3.3001938.983
17675000000256QAM-3.2002038.983
18681000000256QAM-2.8002140.366
19687000000256QAM-3.0002238.983
20303000000256QAM3.200144.626
21699000000256QAM-2.6002440.366
22705000000256QAM-3.0002540.366
23711000000256QAM-3.6002638.983
24717000000256QAM-4.8002738.605
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
123700625ATDMA - 64QAM37.25026400000
238596000ATDMA - 64QAM41.75033200000
330596000ATDMA - 64QAM38.25016400000
I've Been Around
Posts: 1

Re: Degradation in upload speed

Internet Upload Speed Issues

 

Hello,

For the duration of the summer, we have been plagued with <2mbps upload speeds despite paying for the 100/10 package.

Has anyone encountered similar issues, or successfully gone through the process of fixing the issue with Rogers?

I have been in contact with them throughout the summer, and have yet to see any fix in service quality.

Any feedback would be greatly appreciated. Thanks

Resident Expert
Resident Expert
Posts: 6,263

Re: Degradation in upload speed

@jacobkutty can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the lower signal level table, from the Downstream Overview, all the way to the bottom right of the table.  Paste that into a post so we can have a look at it.  The copy and paste process will paste in the text contents of that table.  



I Plan to Stick Around
Posts: 48

Re: Degradation in upload speed

loss of upload speed (while donwload speed is fine)

 

Hello,

 

I have an ignite 1 Gbs connection that supposedly grants 30Mbps upload speed. I was getting that until a week ago, suddenly the upload speed has dropped to 20Mbps. It is strange becuase download speed is still 900Mbps like nothing happened. I called to rogers and they said that their diagnostics shows that the network works and yields 30Mbps (I am not sure what they actually tested... does anyone know? did they test form my modem to them? if so the problem would be past my modem)

 

Is it normal to get a drop in upload speed while the download speed remains the same? What should I do? I live in a condo and it's a real nuisance to find a problem if it's physically located in the building... I hope I can solve this myself

 

Thanks!

Retired Moderator RogersCilio
Retired Moderator
Posts: 390

Re: Degradation in upload speed

Hey @Qubit,

 

Thanks for posting your question. I rely heavily on my upload for work so I know how annoying and inconvenient degraded service can be. You've certainly come to the right place for help!

 

We have a vast amount of knowledgable users and Resident Experts who can help troubleshoot this with you. I'll tag in a few of them :). @Datalink @gp-se @Gdkitty @robindp 

 

Community, feel free to chime in and assist a fellow Community member :).

 

Cheers,

RogersCilio

Resident Expert
Resident Expert
Posts: 1,086

Re: Degradation in upload speed


@Qubit wrote:

loss of upload speed (while donwload speed is fine)

 

Hello,

 

I have an ignite 1 Gbs connection that supposedly grants 30Mbps upload speed. I was getting that until a week ago, suddenly the upload speed has dropped to 20Mbps. It is strange becuase download speed is still 900Mbps like nothing happened. I called to rogers and they said that their diagnostics shows that the network works and yields 30Mbps (I am not sure what they actually tested... does anyone know? did they test form my modem to them? if so the problem would be past my modem)

 

Is it normal to get a drop in upload speed while the download speed remains the same? What should I do? I live in a condo and it's a real nuisance to find a problem if it's physically located in the building... I hope I can solve this myself

 

Thanks!


@Qubit

Have you tried testing during peak hours and non-peak hours to see if its a congestion issue? Also have you tired using different sped test websites and servers to see if it makes a difference?



I Plan to Stick Around
Posts: 48

Re: Degradation in upload speed

Yes I have. I had a rogers technician come to my place and after testing said that it is a building problem, that the upstream signal is low. I am not sure how to proceed from here since no one seemed to have done anything about it. Do you have any recommendations?

Resident Expert
Resident Expert
Posts: 6,263

Re: Degradation in upload speed

@Qubit did the tech indicate that he or she was going to raise a ticket to have the situation looked at by a senior tech or maintenance crew?  You should be able to call tech support and ask the Customer Service Rep if there are any notes or recommendations made from the tech's visit.  That should be available on line to the CSR I believe.  If you're still having problems, ask the CSR to run a signal check on the modem to see what shows up.  

 

Depending on what modem you have, a low signal level might not be an issue.  The white CODA-4582 typically runs in the 30 to 32/33 dBmV range for the upstream channels.  The black CGN3xxxx and CGNM-3552 will normally run in the 36 to 40 dBmV range.  In either case, the upstream levels are controlled by the buildings Multiple Dwelling Unit (MDU) or the Cable Modem Termination System (CMTS).  A large highrise/apartment type building will typically have one or more MDU's installed in the building's basement utility room to provide data services to the Rogers modems throughout the building.  Smaller apartment type buildings might be connected to an external CMTS, which is typical for residential neighbourhoods.  If the MDU or CMTS, is satisfied with a lower power level, thats not a bad thing.  But, there's always the possibility of a problem somewhere in the system.  

 

Just to see what's up, when you have time, can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream Overview table, all the way down to the right hand bottom corner of the table.  Paste that into a post so that we can see what the modem is doing, in terms of inbound and outbound power levels.