Gigabit package upload speed
Last night they downgraded me to 1gbs/30mbs. Though I signed up for 1gbs/50mbs two months ago. Called and spoke to several people from customer service and technical support. Everybody playing they have no clue. I encourage everybody to check their upload speed. And if this is not what you signed for than rogers has to give our money back or give us back 50 megs upload speed.
Welcome to the Rogers Community Forums !
Nowadays, the need for upload is just as important as your download speeds, so I can definitely understand your concern with the reduction.
It's certainly an odd situation, since the upload should not have been impacted. Has there been any recent changes to your account, i.e. modem swap/upgrade? Have you already ruled out the possibility of a technical problem?
Can you kindly log into the modem, navigate to the STATUS > DOCSIS WAN tab, copy the downstream and upstream tables and paste them into a post? Also, please be mindful of posting your public IP address.
Look forward to hearing from you!
here is the info, hope it helps to resolve the issue.
I didnt change my modem but i moved from one place to another, it might be the issue?
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Receiver||FFT type||Subcarr 0 Frequency(MHz)||PLC locked||NCP locked||MDC1 locked||PLC power(dBmv)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|1||30596000||ATDMA - 64QAM||46.250||1||6400000|
|2||38595805||ATDMA - 64QAM||50.000||3||3200000|
|3||23700000||ATDMA - 64QAM||44.750||2||6400000|
|Channel Index||State||lin Digital Att||Digital Att||BW (sc's*fft)||Report Power||Report Power1_6||FFT Size|
@ytwytw9, the DOCSIS 3.0 downstream signal levels and signal to noise ratios are fine. The upstream DOCSIS 3.0 has one channel that is close to the 51 dBmV cutoff point and one that is getting there. While all of the upstream levels are within spec, they're much higher than I would expect to see given the fact that your actually running DOCSIS 3.1 on the downstream side. That is shown by the single OFDM channel that is active. The frequency and signal level data is not correctly indicated at the present time. I would suggest calling tech support to ask the CSR to run a signal check on the modem. Hopefully that check has been updated to properly support the OFDM channel. While you're on the phone, ask the CSR what OFDM frequency range or frequency is in use and ask if the signal level and signal to noise ratio is within spec. The techs have access to the correct data, the user interface data is not correct.
I suspect that the OFDM channel is below the upstream channel range and somewhere above the upstream channels at the present time. If so, the higher upstream signal levels could indicate a cable problem in the lower frequency ranges which could affect the downstream OFDM channel as well.
Fwiw, if the one upstream channel wanders high enough, the modem will shut down one channel and keep the remaining two running at a higher power level. If that happens, the upstream data rate will be limited, as will the downstream data rate. A modem restart might temporarily resolve the problem, but it won't resolve the real cable issue that is causing the problem.
You indicated that you moved the modem. Is that to suggest that you moved it from one wall port to another wall port without taking into consideration the splitter port that the modem was initially connected to? Usually when the cable is installed for multiple services there is a splitter or perhaps a powered amp installed to provide services to all devices. For a splitter, where there is more than two devices installed, that implies that there is a larger splitter installed. That usually has a -3.5 dB port that the internet modem is connected to. The other ports drop the signal by -7 dB. So, if you moved the modem, perhaps its now running on a different splitter port which has double the signal loss. The same applies for a powered amp. That is something that you could check for.
The other thought would be to check the cable type that runs to the current wall port. It should be RG-6. I would also check both ends of that cable to ensure that the external aluminum shield does not contact the center copper conductor of the cable, which essentially shorts the center conductor to ground. All it would take is a strand or two for that to happen, so a quick check to ensure that the cable ends are ok would be worth doing.
@ytwytw9 when you moved, was the current service installed by a tech, or was it a matter of, "everything was connected", just had be be authorized for your current address? So, essentially a self install??
One more item to check, when you have time, log into your modem, navigate to the STATUS ...... DOCSIS EVENT page and have a look for one of the following sequences:
a. CMTS-MAC=00:17:10:xx:xx:xx which indicates that you are connected to a Casa Systems Cable Modem Termination System (CMTS), or;
b. any of the following which indicates that you are connected to a Cisco Systems CMTS.
6. CMTS-MAC=e0:2f:6d Note: there may be other Cicso MAC addresses
as well which are not on this list yet.
The Casa Systems CMTS supports gigabit rates, the Cisco CMTS doesn't. I thought by now that the Cisco CMTS would have been swapped out for the Casa Systems CMTS, but, you never know until you check.
Ok, please have a look at the note that I added above concerning the Casa and Cisco CMTS equipment.
When you're able to, assuming that the splitter is inside the house, have a look to see if the modem cable is connected to a port that has a -3.5 dB indication on it. The other ports should be -7 dB. Those ports will be used for the Home Phone and Cable TV modems.
Not familiar with that area but sounds like the population density is much lower than here in Mississauga.
I just did a speed test AFTER REBOOT THE MODEM and this is what I got
Definitely there are issues on rogers side, morning result is not consistent with evening result
Maybe there are issues with the modem as well, rebooting can boost up the speed for uploads
@ytwytw9 What upload speed were you getting before you rebooted?
You also have to take into consideration that during evening hours, many users will be using the Internet in your area which causes your upload speed to lower as a result. Hitting 50Mbps upload will always be much easier to hit during the morning hours when there is less load on neighborhood node than in the evening.
Before rebooting, its capped at 29.97Mbps for the upload
I do understand in the evening, the congestion could cause lower speed, but it looks like capped at 30M as its so stable that I dont believe its the congestion issue.
of course i tried several rebooting in the evening time, upload speed is very consistent 30Mbps, I think the morning signal is good, then evening signal is bad?! weather? temperature? it should not, right?
@ytwytw9 have you been able to chat with tech support regarding the OFDM channel signal level and signal to noise ratio?
One more item to ask the CSR to check is the current modem provisioning. It should be provisioned for 1Gb/s down, 50 Mb/s up. If you haven't called tech support, please add the question to the list, what is the modem currently provisioned for? It should be as shown above. If its not, why not becomes the question. The tech will be able to re-provision the modem at that time. If you've already chatted with tech support, I'd recommend calling back in to inquire about this.