Ok, if thats done on a desktop, I'd expect to see much higher, somewhere in the 850 to 950 Mb/s range on the downstream, 30 Mb/s on the upstream. If thats done on a laptop, it wouldn't surprise me. We had an Acer laptop, about 4 years old that wouldn't go above 200 Mb/s wired or wireless. So, the test device capability is very important when it comes to proving that the gigabit service is indeed running at gigabit rates.
Can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream and Upstream tables and paste them into a post. The copy and paste process will paste in the text contents into the post. Those tables are the cable signal levels and signal to noise ratios which will be of interest at the present time.
Can you paste in the OFDM section as well which is in the middle of the upstream and downstream section. The upstream levels are in spec, but for a CODA-4582 running DOCSIS 3.1, which is shown in the OFDM section, they're far higher than they should be. I'd like to see the OFDM section just to confirm that the modem is in fact running DOCSIS 3.1 on the downstream side. The downstream levels and signal to noise ratios for the DOCSIS 3.0 channels are good.
At first glance I'd say that you have a cable issue on the go.
Are you in a house or apartment/condo/highrise building?
Ok, there is definitely something amiss. The modem shouldn't be flipping from DOCSIS 3.1 to 3.0 as a result of the OFDM channel disabling, and, the OFDM channel shouldn't be disabling. It should be rock solid. Your signal levels are rather odd to say the least.
Just for a quick explanation, modems in the past used DOCSIS, 1, 2, and then 3, each version bringing increased downstream and upstream channels and more security features as well. DOCSIS 3.1 is the next evolution of modem cable signal technology, using thousands of sub-carriers across a 192 Mhz wide channel (max) to carry the data. At the present time, DOCSIS 3.1 is enabled on the downstream side. The upstream DOCSIS 3.1 will hopefully be enabled sometime this year although it was originally predicted to be up and running by now. So, all the best plans of mice and men as they say ......
So, usually on the 3.0 side, as the external cable and connectors age, the signal losses thru the cable, from one end to the other increase over time. Usually the downstream 3.0 levels drop and the upstream 3.0 levels from the modem increase in order to make up for the signal losses. Your signal levels are unusual as the downstream are fine, but the upstream are elevated above the normal levels for 3.0 operation, still in spec, but out of the normal range on the high side.
With DOCSIS 3.1 running, those upstream 3.0 channels are usually running at a much lower level, around the 30 dBmV range, whereas yours are up in the high 40's range. The failure point that Rogers uses is 52 dBmV although DOCSIS 3.0 specs call for 51 dBmV (max) for three or four channel upstream operation.
So, some cable or connector issue is causing the modem to drop out of DOCSIS 3.1 mode and at the same time driving up the modem's upstream 3.0 signal levels to make up for signal losses back to the Cable Modem Termination System (CMTS). The CMTS actually controls the modem's output levels and commands the modem to increase or decrease its output levels to meet a minimum of 0 dBmV and 25 dB signal to noise ratio upon arrival at the CMTS, from what I remember.
The question is, can the cable signal issue be detected by tech support? Call them and ask the CSR to run a signal check on the modem. Keep that DOCSIS WAN tab open and advise the CSR that the modem is dropping out of DOCSIS 3.1 mode. Having that tab open will allow you to indicate what mode the modem is operating in, 3.0 or 3.1. It shouldn't be flipping. Also ask the CSR to check the noise level at the modem. That might point to a noise issue with your cable line or possibly an area issue. Let the tech know of any other issues you are having with the internet service or with any other cable based service as well, such as pixelating tv's for example.
Those buried cables don't last forever. Our first cable lasted over 10 years, the next one only lasted two years. So, maybe this is something simple like a cable and/or connector replacement.
Please let us know how the conversation with tech support goes.
@chemical1 I made a mistake last night, grrrr. When I looked at the last posts with the OFDM and OFDM/OFDMA sections, I didn't look carefully enough at the OFDM/OFDMA title. Those are two different data sets. The ODFM is for the Downstream DOCSIS 3.1 channel, the OFDM/OFDMA channel is for the Upstream DOCSIS 3.1 channel which is not enabled yet. So, that means that the modem is not flipping between DOCSIS 3.0 and 3.1 modes. Thats good news. I apologize for my inattention to that. I didn't realize it until I was looking at @Hucklebury's signal levels this morning.
That doesn't change the fact that the upstream levels are very high for a modem running DOCSIS 3.1 on the Downstream side. So, there is still some cable and/or connector issue that is causing that.
Also note that there are a set of customers who are experiencing slower that expected data rates when the modem is running DOCSIS 3.1. You appear to be in that category at the moment. If you haven't called tech support just yet, please ask the tech about the background noise levels in the upstream and OFDM frequency ranges. That might be one explanation for the elevated DOCSIS 3.0 upstream levels and poor performance on the DOCSIS 3.1 downstream side.
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