Degradation in upload speed

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I Plan to Stick Around
Posts: 75

Re: Degradation in upload speed

Hi everyone.

 

So for a bit over a week now, I've been experiencing poor upload speeds. It's been going as low as 1mbps, but usually is ranging from 2.5mbps to 5mbps. Sometimes it goes up to 10mbps (what I should be getting), but still isn't a stable connection. Download speeds are perfectly fine.

 

I had a technician get sent over, who checked the cables in my apartment, as well as the cable room. He checked signal levels, and couldn't find what was wrong. He ran a speedtest on his own equipment confirming the issue as soon as he came over. This was at 10AM, and he didn't think it could be a congestion issue, though I have a feeling it might be. Furthermore the speeds are pretty much low all day and night, but do seem to get better after 11pm or so. 

 

He assumed it was the modem, so he replaced it, and immediately afterward he tested good speeds, so he came to the conclusion it was the modem. I didn't change any modem settings , and went out that afternoon. When I got home a few hours later, the upload speed went down again. I tried factory resetting the modem, which did not help. I've tried running bridge mode & gateway mode, and neither seems to have an effect. I'm on an CAT5E Ethernet connection to the modem, and have run different speedtests on different devices. 

 

I contacted support again letting them know, and they opened a ticket which is currently under review. Anyone know what steps they are going to take at this point? How long can I expect this low upload speed? Anyone experience similar issues and have it solved?

 

Here are my signal levels. They seem to be fine as far as I can tell. Maybe someone can notice something wrong here. Thanks for reading.

 

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM5.800738.983
2855000000256QAM-0.400337.356
3861000000256QAM-0.600437.636
4579000000256QAM1.500535.780
5585000000256QAM3.600634.926
6849000000256QAM-1.100237.356
7597000000256QAM5.200838.983
8603000000256QAM3.800938.605
9609000000256QAM2.6001038.605
10615000000256QAM1.0001137.636
11621000000256QAM-0.4001237.636
12633000000256QAM-0.9001337.636
13639000000256QAM-1.1001437.636
14645000000256QAM-1.0001537.356
15651000000256QAM-1.0001637.636
16657000000256QAM-0.5001737.356
17663000000256QAM0.1001837.636
18669000000256QAM0.8001937.636
19675000000256QAM1.7002038.605
20681000000256QAM2.3002137.636
21687000000256QAM2.1002238.605
22693000000256QAM1.9002338.605
23699000000256QAM1.2002437.636
24705000000256QAM-0.2002537.356
25711000000256QAM-0.9002637.356
26717000000256QAM-1.6002737.356
27723000000256QAM-2.7002836.610
28825000000256QAM-1.6002937.636
29831000000256QAM-1.3003037.636
30837000000256QAM-1.5003137.356
31843000000256QAM-1.7003237.636
32303000000256QAM-0.100137.356
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K290600000YESYESYES-0.200001
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM33.25026400000
238596000ATDMA - 64QAM38.00033200000
330596000ATDMA - 64QAM35.75016400000
I Plan to Stick Around
Posts: 75

Re: Degradation in upload speed

I see that there's service interruption in my city according to this thread: http://communityforums.rogers.com/t5/Residential-Service/Rogers-Service-Interruptions-TV-Internet-Ho...

 

But there's no details as to what the service interruptions are. So I have no idea if it's related or not to my problem above. 

Moderator
Moderator
Posts: 427

Re: Degradation in upload speed

Hello @Nadernt,

 

I know how much of an inconvenience slow upload speeds can be especially when you've had a technician out and issues are still persistent.

 

Are you still having issues even after the outage in your area was resolved? It's possible the work in the area could be related to the Ticket that was escalated so I am hopeful you will notice some improvements now. 

 

Keep us posted on how things are going today!

 

RogersTony

I Plan to Stick Around
Posts: 75

Re: Degradation in upload speed

Hi @RogersTony

 

I actually upgraded to the 150u package today, and the download speeds have been great, almost 200mbps! However, upload speed (and ping) are still quite poor unfortunately. For instance, right now it's 2.5mbps upload using speedtest. It's been like this pretty much all day, ranging from 2-5 upload. I'm hoping to use my new 15mbps upload soon!

 

I checked with RogersHelps on Twitter, and gave them my ticket number. They responded with: "I see your issue has been related to an area congestion issue. Our engineers are in the process of fixing the issue. I don't see a firm estimated time for when it will be fixed, unfortunately. However, we've been working on it since the 1st so I can't see it taking much longer."

 

So my problem isn't fixed yet. Maybe it's unrelated to the service interruption in London that was posted in the Service Interruptions thread.  I'll check with RogersHelps tomorrow probably, and ask them the status of the ticket.

 

Thanks for inquiring on my issue. I appreciate it.

Moderator
Moderator
Posts: 427

Re: Degradation in upload speed

Hello @Nadernt,

 

Thanks for providing us with an update on this matter! Congestion issues can be difficult at times to narrow down but it is a good sign that they have identified the issue and are working towards a solution. 

 

We greatly appreciate your patience regarding this matter.

 

RogersTony

I Plan to Stick Around
Posts: 75

Re: Degradation in upload speed

Realistically, how long should it take for my issue to be resolved? Anyone have experience with them fixing congestion issues? Customer Service mentioned it's being worked on since June 1st. Still, my upload is terrible. Under 2 mbps right now. Download seems to have taken a hit too. I'm just wondering if I can expect it to be resolved soon. 

I Plan to Stick Around
Posts: 24

Re: Degradation in upload speed

I noticed the new software version 2.0.10.35T1 seems to provide extreme slow upload speeds.  I just hooked up a new laptop and wanted to run a speedtest and the meter just does not even move and sometimes it does go up to 560Mb (I am on 1Gb).  I am in Guelph and the upload used to be 30Mb and is now 2 or lower.  Now I also read about hardware version 2A should be on the modem, but mine shows Hardware Version 1A.

The speeds in the local network are fine

 

unknownD4:25:8B:45:73:972-47dBm526Mbps11AC_VHT8014980MHz

 

So it is not the speeds internally but clearly the upstream speed.

 

 

Resident Expert
Resident Expert
Posts: 5,812

Re: Degradation in upload speed

@aelaan your post shows good connect rates to the modem, but you indicate that the upload speeds are dismal.  What happens if you run a speedtest using an ethernet connected pc or laptop?  Are the speedtest results equally bad?



I've Been Here Awhile
Posts: 3

Re: Degradation in upload speed

Loss of upload speed when using ethernet cable connection

 

Hi I live in 1080 Bay St (M5S 0A5) condo and currently using 500u package. Few days ago, I am having strange loss of upload speed when using cable (using Wi-Fi fixes it though don't know why). I don't use Bridge Mode or other secondary routers being connected to modem. I am using MSI GT series Gaming Laptop with direct connection to modem, and I am the only one using the internet in my suite. 

 

There is huge differences in speed when using cable and wi-fi. When I took the speed test, upload speed when using cable is only about 0.8~1.6 mbps, speed when using wi-fi, it is about 20 mbps, noticeable difference. 

 

Also it seems that loss of upload speed is affecting the browsing speed too, some sites such as Telus, TD Canada, U of T webmail are often take some time to popup and even tells me that loss of connection due to network issue or some sort.  Again, switching to Wi-Fi fixes this problem. 

 

Here is DOCIS WAN for expertise to look at. 

  

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1591000000256QAM2.400733.063
2855000000256QAM2.500333.957
3861000000256QAM2.500433.834
4579000000256QAM2.300533.063
5585000000256QAM2.400633.063
6849000000256QAM2.700233.834
7597000000256QAM2.500833.377
8603000000256QAM2.500933.377
9609000000256QAM2.5001033.377
10615000000256QAM2.2001133.063
11621000000256QAM2.3001233.063
12633000000256QAM2.3001333.377
13639000000256QAM2.3001433.377
14645000000256QAM2.1001532.963
15651000000256QAM2.2001633.063
16657000000256QAM2.2001733.063
17663000000256QAM2.4001833.487
18669000000256QAM2.3001933.377
19675000000256QAM2.3002033.377
20681000000256QAM2.2002133.377
21687000000256QAM2.1002233.487
22693000000256QAM1.9002333.063
23699000000256QAM2.3002433.377
24705000000256QAM2.1002533.377
25711000000256QAM1.7002632.963
26717000000256QAM1.7002732.963
27723000000256QAM1.5002832.585
28825000000256QAM2.3002933.834
29831000000256QAM2.3003033.957
30837000000256QAM2.5003133.834
31843000000256QAM2.5003233.957
32303000000256QAM0.200131.616
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
04K275600000YESYESYES0.700001
1NANANONONONA
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
123700000ATDMA - 64QAM34.00056400000
230596000ATDMA - 64QAM33.75066400000
313700000ATDMA - 64QAM32.25046400000
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

 

 (Edit - Personal Information removed from post - RogersTony)

Resident Expert
Resident Expert
Posts: 5,812

Re: Degradation in upload speed

@itssunnyday can you delete the bottom two tables as they contain the modems MAC address and modem serial number.  Those shouldn't be posted in an open forum.  I'll address this later tonight as I don't have time at the moment.



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