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Unable to upload (almost zero upload speed), download speeds are fine.

Contributor

Unable to upload (almost zero upload speed), download speeds are fine.

This is odd. I've never seen this problem before. Attempted to resolve it through the on-line tech support chat service. They couldn't figure it out either and wanted to schedule an on-site technician. I declined that for the time being.

I've had momentary, random service interruptions before but this is new. I am getting normal download speeds (+/- 90Mbps) but almost zero upload speeds. In fact, it won't even connect to the Ookla speedtest site. Download test works fine but upload just hangs. When it does finally kick in it's like less than 1MBps. Upload speeds have always been around 10MBps.

 

I tried resetting both my Arris cable modem and my Linksys wireless router. I have both a wired desktop PC and a WIFI laptop. Both exhibit the same problem. The wired desktop PC is connected directly to the router. I haven't tried connecting it to the Arris modem yet but that might shed some light on the Linksys device.

Any ideas? Thanks in advance. 

Diamond Problem Solver

Re: Unable to upload (almost zero upload speed), download speeds are fine.

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?


Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

The modem model is Arris TM822G

 

There are a few other numbers behind that (not sure it matters but it might): TM822G/NA-0790629

 

Let me check the stat links and I will post the remaining information in a few minutes.

 

Thanks!

 

PS - I tried running the wired desktop PC directly from the back of the cable modem (bypassing the wireless router). The results were the same so it's not the router.

OK - here are the modem stats

 RF Parameters

Downstream

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 24 657.00 MHz 1.75 dBmV 36.17 dB 256QAM 84763636 5 0
Downstream 2 17 615.00 MHz 1.54 dBmV 35.97 dB 256QAM 99349875 6 0
Downstream 3 18 621.00 MHz 1.40 dBmV 36.17 dB 256QAM 92784366 13 0
Downstream 4 19 627.00 MHz 2.01 dBmV 36.17 dB 256QAM 82608056 110 0
Downstream 5 20 633.00 MHz 2.04 dBmV 36.39 dB 256QAM 80259720 313 0
Downstream 6 21 639.00 MHz 1.26 dBmV 36.17 dB 256QAM 77179009 42 0
Downstream 7 22 645.00 MHz 1.54 dBmV 36.39 dB 256QAM 96113823 6 0
Downstream 8 23 651.00 MHz 1.03 dBmV 36.17 dB 256QAM 99986487 38 0
Reset FEC Counters

Upstream

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 26 29.50 MHz 40.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 28 15.70 MHz 37.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 27 22.60 MHz 38.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 25 36.40 MHz 41.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 Status
System Uptime: 0 d: 2 h: 52 m
Computers Detected: staticCPE(1), dynamicCPE(1)
CM Status: Telephony-Reg Complete
Time and Date: Fri 2016-12-30 18:53:31

 Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
LAN Enabled Up 1000(Full) 5C:57:1A:6D:6D:EC
CABLE Enabled Up ----- 5C:57:1A:6D:6D:ED
MTA Pass Up ----- 5C:57:1A:6D:6D:EE

 

 

 

 

New Poster

Re: Unable to upload (almost zero upload speed), download speeds are fine.

Experiencing the same issue here in TN. I get really good download speeds and almost 0 upload (.13 according to speedtest.net) Been waiting in "live chat will begin shortly for about 45 minutes now with nothing. It's been similar to this for a week now but it's worse with each passing day. 

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

I decided to try Comcast tech support chat one more time this morning to see if there could be a simple solution before having an on-site visit that might cost me money.

 

I spent about an hour with tech support trying all sorts of things. Reseting the modem, various repartioning options and line diagnostics, disconnecting and reconnecting cables, clearing brower cache, and on and on. I even got a phone call! lol At the end of all this, there was only a slight improvement. Whereas before I had less than 1Mbps upload speed, now it's bouncing around between 1 and 2 Mbps. Still a fraction of where it used to be, and still way too slow for my needs.

The tech suggested waiting a day or two to see if the problem magically goes away. Frankly, I think that's a funny notion but with the holiday fast approaching I decided it was worth giving up for now and waiting until next week to resume the headbanging lol 

A couple of additional comments:

1) I suspect I have had this problem for a while and didn't realize it. I mean... how many times do you actually test your speeds? With download speeds working as expected, it just never occurred to me that there might be an upload problem. I noticed occasionally I would have problems uploading pictures to Facebook. I just assumed it was something amiss on their end. But the problem would seemingly come and go, so I gave it little thought. It wasn't until the other day that the problem seemed more obivous. I was trying to upload some larger files to my on-line server for my home business and nothing was going up.

2) Funny how you get different results (or levels of support quality) depending on who's at the other end of that mysterious on-line chat support line. I assume these are Indian support specialists - probably subcontractors - working for low pay and crappy conditions. I've dealt them quite a few times over the years. Some are extrodinarily helpful. Some are horrid. Usually it's somewhere inbetween. Probably preaching to the choir here lol.

 

3) I made a fateful decision earlier this year to buy my own modem/wireless router. After paying rental fees for so many years, it seemed silly to just keep doing that as opposed to owning my own modem. I probably paid for that rental stuff a few times over. All seemed fine initially but always, in the back of my mind, I wondered how long this fantasy would last. Swapping out the modem might tell me something but the only way to do that is to buy another one. A Comcast modem can be returned and exchanged. This cost delta quickly goes away once there's a problem. Seems odd that we can't determine the root cause remotely. Maybe an answer will be forthcoming here on the forum. I see a number of other customers complaining about the very same problem. Odd that there would be so many with similar issues. There may be even more that don't even realize they have a problem.

 

Anyway... that's all I got so far. Will respond back at such time a permanent solution is found.

 

 

Expert

Re: Unable to upload (almost zero upload speed), download speeds are fine.

The upstream levels you posted seem a little on the low end but it shouldn't be causing the problem. There a few stats that you would have to call Comcast and obtain when you can. They are the uSNR (Upstream Signal to Noise Ratio), the ICFR (In Channel Frequency Response), and the Upstream Receive Power. I would actually recommend calling in. They should also be able to see a history plot of the modem to show if you are in the green zone or not and should be able to help.


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Diamond Problem Solver

Re: Unable to upload (almost zero upload speed), download speeds are fine.

N.M. Not worth it....

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

The guy I spoke with this morning originally suggested that some readings were in the "red" and needed attention. After waving his magic wand, the readings were now in the green and he virtually promised me there were going to be no more problems lol. Oddly, this isn't the first time I heard this very same thing from them.

 

As I was sitting here typing this, I ran the speetest again and download is now about half what it was earlier, and upload is back to virtual zero. Could be some nonsense going on in the neighborhood (kiddies home from school downloading porn and movies all day lol). 

 

I'll wait until after the holidays and maybe go roundy-round with TS one more time. As a last resort I'll go back to renting a modem from Comcast (I don't think I ever had a problem like this with their eq). If nothing else, that will shine some light on whether the trouble is in-house or not. I can't spend gobs of hours trying to troubleshoot service problems. This is really a bad way to spend my time. 

 

Anyway - thanks guys and happy new year!

 

PS - I have a friend down in FLorida who supposedly gets his internet service through Verizon. I didn't realize they were a player but apparently they are. He mentioned that he was getting the same speeds both up and down. I thought that was interesting. Fast up and down. Sadly, that service doesn't seem to be available here in the Chicago area. Or at least I don't think it is. I can tell you straight off, it it ever materializes, I will be all over that ;-)

Gold Problem Solver

Re: Unable to upload (almost zero upload speed), download speeds are fine.


krizrox wrote: ... he virtually promised me there were going to be no more problems ...

They often say that and it's total BS. Can you predict the future with certainty? Neither can Comcast.

 

If you want to try a different modem, you can certainly rent of of theirs on a limited time basis for just a few bucks. If you get the same results that way, you need a premise tech. Contact them and insist they send a tech out to identify the cause of the problem and correct it.

 

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (http://www.xfinity.com/spp/, about $6/mo). If the trouble is due to anything outside your home, you shouldn't be charged.

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

Yeah I understand. Since my last response I did some sniffing around the net and found plenty of examples of posts with almost identical problems - all over the US. Some of them had techs out and they still couldn't find a solution. Some of them claimed a new modem solved the problem. Some mentions of DOCSIS 2.0 vs 3.0 incompatibilities? My level of understanding drops off sharply at this point lol

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

Hey success! 

 

Everything magically resolved itself. Upload is back to the usual 10 Mbps speed. Download is 90 Mbps. Time will tell if this was just a temporary fix lol but the fact I saw it working perfectly again is a good sign. 

 

One thing I did earlier was go out and jiggle the connection to the house. Not sure why, but the cover to the outside cable box on the side of the house wasn't secured shut (we bought this old house last year). I was able to open it easily and look inside. There was nothing in there except a simple coax feed thru. Cable from the post across the street comes in and then passes through to another cable entering the house.

The connections were tight and sound. Maybe jiggling it did something. I don't know. Anyway... happy for the moment. Will keep my fingers crossed lol

 

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

Hi Krizrox,

 

I am interested to know if your issue is still resolved. I am having a similar issue in the Atlanta area but it is intermittent. Upload is my normal 12 Mbps in the morning until 1 or 2 PM then down to 1 - 2 Mbps for the rest of the day.  Please take a look at my post. 

 

http://forums.xfinity.com/t5/Your-Home-Network/Slow-Upload-Speeds/td-p/2849728

 

So so far I have read about very similar issues in California, Georgia (me), Illinois (you), New Jersey, and Tennessee.  My issues in North Metro Atlanta started on 12/30.

 

Thanks

Paul

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

I just checked again and it's back down to zero. Going to go back to tech support and get a tech to come out and troubleshoot the line. Thought maybe the problem had resolved itself but that's not the case.

 

If there is ever a resolution to this I will let you know. 

 

Kinda wondering if everyone that is having problems is using a 3rd party modem. That would be a disturbing trend. 

 

PS - I just got done with tech support (on-line chat version) and went through, yet again, all the procedures and nonsense. The problem still remains. Tech guy is certain the modem is functioning properly. Instructed me to wait an hour. Also sent me an email with instructions on renewing the IP address. Did that too.

Two different computers in the house (one wired and one wireless) are still showing slow upload speed. Download fine. Upload less than 1mbps. The problem is being escalated to a higher level support team. Expecting a phone call in 24 hours.

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

Woah! Just ran speedtest again and the upload speed is measuring 12.13 mbps (and that's through house WIFI on a laptop). That's an improvement!

 

I'll continue to check throughout the day (and coming days). If the problem seems resolved after (let's say) one week, then I'll consider the matter closed. I will respond back to this thread if there is anything worth sharing.

 

This business of renewing the IP address might have made a difference too. Hard to tell. But I would encourage anyone having a problem like this check out the following link.

Here is the link to the support page explaining how to do this:

 

https://customer.xfinity.com/help-and-support/internet/releasing-and-renewing-ip-address/

Diamond Problem Solver

Re: Unable to upload (almost zero upload speed), download speeds are fine.

FWIW, doing that on a computer that is connected to a combo modem / router gateway device or a stand-alone router will not serve to change one's WAN public IP address that is issued from Comcast's DHCP server. It will only serve to change the LAN IP address that is issued from the router's internal DHCP server.

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

So far, everything is running fine. That callback I was supposed to get never materialized. Not that it matters anymore. I'll probably never know what the root cause of the problem was. I'm assuming it was external to the house at this point. I hope others get their problems resolved. Good luck!

New Poster

Re: Unable to upload (almost zero upload speed), download speeds are fine.

i have this same issue here in miami fl

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

Same problem here for several months on blast speed.   My download speed isn't as fast as yours but last year consistantly got 10-12 mps upload speed and now get betw. less than 1 mps - 2 mps,  and today also couldn't complete upload speed test as it was too slow to register.

 

Called in so many times without any resolution and even had a tech. visit a few weeks ago and everything was fine in my house and from the pole to my house.  The tech even put a new tap on the pole to no avail.    He said the problem is on Comcast's end,  and many others in my area are having the same issue,  but to get it escalated so Comcast can actually solve the problem,  isn't a happening thing.   It was fine for about a year,  so I'm at a loss as to what changed,   so either Comcast changed something  or the nodes or other Comcast equipment and signals have to be changed.

New Poster

Re: Unable to upload (almost zero upload speed), download speeds are fine.

Dealing with the same issue. Have 170+ down and somewhere b/w 2 and 5 up. Normal up ranges from 10-11.

Normal up is still ridiculously slow due to Comcast throttling but at least that is serviceable.

Diamond Problem Solver

Re: Unable to upload (almost zero upload speed), download speeds are fine.


ironman700 wrote:

Normal up ranges from 10-11.

Normal up is still ridiculously slow due to Comcast throttling but at least that is serviceable.


What speed tier are you subscribed to / supossed to get for upload ? 10 up is the Blast speed tier. If that's what you have, 10 is normal, not "throttled".

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

So,  tonight,   after many months of very slow upload speed,  1-2 mps or much less,    it's back to where it used to be,   10-12 mbs.   After so many calls to tech.  support,  I lost count,  and one tech visit to my house,   somehow it's better tonight.    Last person I  spoke with on the phone said he would put in notes for a tech.  to visit my house when I wasn't home to check outside signals and equipment.

 

Not sure if that happened,  and will wait to see if it sticks,   but back to where it should be in upload for tonight.

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

Sad to have come back here and report that my upload speed dropped back to zero today. It was working fine since my last update. Thought this issue was behind me. Will go through yet another round of help/chat and see what happens. I think this time I will press for on-site service. If that ultimately doesn't resolve the problem then I'm outta here. Smiley Sad

Contributor

Re: Unable to upload (almost zero upload speed), download speeds are fine.

7:16 PM CST

I'm online with a chat tech support specialist. This person told me I need to power reset my modem every 8-10 days because it's an old modem (bought brand new less than a year ago). Power resetting the modem every 8-10 days is the new solution. I've never heard such BS in my life.

 

7:31 PM

I asked to be transferred to a different support person. On hold

 

7:48 PM

 

Still on hold. Decided to check speeds again. Now I am measuring between 2 and 3 Mbps upload

 

7:54 PM

 

Agent returned and told me everything is fine now. It's not fine. Upload is bouncing around between 1 and 3 Mbps.

 

8:01 PM

 

Agent could not resolve the issue. As before, I was told I would get a call back from someone in the next 24 hours. If I do not get a call back by this time tomorrow I am going to cancel my Comcast account and go somewhere else. Screw this nonsense.

New Poster

Re: Unable to upload (almost zero upload speed), download speeds are fine.

I started having the same issue with upload speeds today. Called tech support, waste of time.

I have tried all kinds of stuff removing splitter and connecting cable directly to modem, bypassinfg my switch and connecting LAN cables directly to the Comcast router/modem, resetting everything multiple times, all to no avail.

I am so sick of Comcast, it would be alright if you got some real help on the first phonecall, but no you have to call and call till you get some one higher on the food chain and then it's 50/50 if they get it fixed. I have had other tech issues with Comcast. I dread having to call about this issue again. It's ridiculous the stress they cause!

Oh mine was working fine last night and this morning I tried uploading a couple photo's and it took forever then I got a upload error. I did a speedtest, Download fast as usual, upload down into the the .5 kb to 1.5mbps range, mostly the latter.

New Poster

Re: Unable to upload (almost zero upload speed), download speeds are fine.

I don't know what is going on with this nonsense.

A tech came out, he hooked up his meter and said my signals were good. We went in the house and after the modem rebooted we checked upload speed, miracously it was back to normal. The tech left neither of knew what cured the issue since nothing was done. He left, about 15 minutes after he left my modem rebooted for some unknown reason and upload speeds are down again.

What is going on? Somethinng is fishy in Hooterville. LOL

New Poster

Re: Unable to upload (almost zero upload speed), download speeds are fine.

I was having this same issue and stumbled accross a user that recommended changing your QoS settings in your router.  I changed it from Auto to Manual and maxed it out at 120mbs.  When I retested my speeds it when from sub 1mbs up to 6mbs.  I'll test again this afternoon to see if this is just a bandaid or a real fix.

Diamond Problem Solver

Re: Unable to upload (almost zero upload speed), download speeds are fine.

Feel free to post a new topic of your own detailing your problem. Marked "solved" dead thread from last year now being closed.