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I have low (250) upload on my symmetrical 1000/1000 service?

RLS201052
RLS201052 Posts: 13 Participant
edited September 25 in Connectivity

I have changed modems 3 times from ES2251 to EU2251 to EN2251 and still no improvement. What is the best way to report this and get resolution??

Comments

  • RLS201052
    RLS201052 Posts: 13 Participant
    edited August 5 Answer ✓

    A field tech came out, changed the outside splitter on the drop, hooked up his equipment outside and inside and said there were "no problems" and closed the ticket. I have run the speed tests using a wired connection to the Spectrum WiFi 7 router. Download speeds are good at 920 to 960. I'm at the end of a cable run on my street (over loaded node??).

  • James_M
    James_M Posts: 5,366 ✅ Verified Employee Moderator
    Answer ✓

    Hi & welcome!

    If you are getting the correct speeds on a direct connect, what are the conditions when you are seeing the reduced speed? Is it a specific device, wireless connection, VPN, etc?

  • RLS201052
    RLS201052 Posts: 13 Participant
    edited August 5 Answer ✓

    James I'm sorry, on the direct wired connection it tested mid 900s DL and mid 200s UL. The same speeds as my other computers test passing through my home network (ethernet wired). So, no difference in direct wired and network wired through 2 intermediate 100/1000 switches.

    Could there be older home equipment (from earlier days with Time Warner) upstream of me generating noise that is causing the low UL speeds? Should I request for my modem to be reprovisioned? The high-split upgrades were just turned on in my neighborhood in the last 3 months to the best of my knowledge (Arlington TX).

    I just ran the Spectrum website speed test, this is the result:

    Download Speed to Your Spectrum Router
    You're receiving 112% of your 1000 Mbps download plan speed on your Spectrum Router.
    1,119 Mbps
    You're receiving 23% of your 1000 Mbps upload plan speed.


    Download Speed to Your Personal Device
    Your plan speed is 1000 Mbps on your Spectrum Router.
    935 Mbps
    Your device is receiving upload speeds of 234 Mbps.

    Thanks! RS

  • Edward_T
    Edward_T Posts: 375 ✅ Verified Employee Moderator
    Answer ✓

    Hello @RLS201052;

    Old wiring would usually cause cable signal problems and I am not seeing that when I test your modem. I also verified your modem is configured for the proper internet speeds. So it does not need to be reprovisioned. I also tested your internet speeds on the modem side and received similar results. I would suggest we get a technician back out to see if we can track down why the speeds are slow. Can you provide us your availability for a technician and we will get one scheduled?

  • RLS201052
    RLS201052 Posts: 13 Participant
    edited August 5 Answer ✓

    My schedule is usually open, I'm retired. RLS201052 at spectrum.net

    Thanks!

  • James_M
    James_M Posts: 5,366 ✅ Verified Employee Moderator
    Answer ✓

    Sorry for the delay. I was able to schedule the first available appointment, which is for later today (this afternoon 8/6/25). Details and the exact arrival time will be communicated by your preferred communication method and is also available on the My Spectrum App or by logging in to your My Account. You can also use the My Spectrum App or My Account to reschedule if the time is not convenient.

    I noted the issue with the symmetrical speeds and the degraded upload speed, but the service technician will likely have additional questions. Please let us know how it goes.

    Thanks!

  • RLS201052
    RLS201052 Posts: 13 Participant
    Answer ✓

    The service technician tested the in-home line and got the same low 200's UL speed. He then followed the aerial line back to the pole tap and tested again with 1100 DL and 840 UL results. He is requesting a maintenance crew to come work on the tap and the aerial line to our house. He estimated 2-3 days response time.

    Thanks James and Edward!!

    RS

  • Edward_T
    Edward_T Posts: 375 ✅ Verified Employee Moderator
    Answer ✓

    Hello @RLS201052;

    It is great to hear that the technician was able to identify a maintenance issue that is occurring. If you still see problems with the speeds after the Maintenance technician comes out then please reach back out to us.

  • RLS201052
    RLS201052 Posts: 13 Participant

    Well unfortunately it's been 13 days, and I have not heard from anyone that a maintenance ticket was opened or accepted. Anything y'all can do from your end? Thanks.

    RS

  • Edward_T
    Edward_T Posts: 375 ✅ Verified Employee Moderator

    Hello @RLS201052;

    Our Maintenance team does not usually reach out after the work is completed. The maintenance order was not tied to your account for me to see the status but this work should have been completed by now. I tested the speed on the router and I confirmed you are not getting the full upload. It is possible that it has been completed but there is additional work that needs to be corrected. I would like to schedule another technician to investigate the issue further. Would you like us to schedule another technician?

  • RLS201052
    RLS201052 Posts: 13 Participant

    Let me send another message to the tech and see if he knows anything. Thanks very much for checking and I will let you know what I find out.

    RS

  • RLS201052
    RLS201052 Posts: 13 Participant

    I requested a maintenance work order be issued. We'll see…

  • Unknown
    Unknown
    edited August 20
    This content has been removed.
  • RLS201052
    RLS201052 Posts: 13 Participant

    Edward, yes please go ahead and schedule another technician to investigate the issue further. Thanks!

    RS

  • Edward_T
    Edward_T Posts: 375 ✅ Verified Employee Moderator

    Hello @RLS201052;

    I have scheduled an appointment for tomorrow morning from 8 AM to 9 AM. I did notate that the previous tech had identified a maintenance issue. The tech tomorrow will confirm if it is still an issue and address the issue.

  • RLS201052
    RLS201052 Posts: 13 Participant
    edited August 23

    Edward, Thursday morning at 8 AM a Spectrum supervisor (Albert, 214-319-4960) called me at 8 AM to tell me that he had cancelled the field tech appointment. He had investigated and verified my slow upload and also was aware that there were other accounts in my neighborhood that were having the same low upload issue.

    Accordingly, he was escalating this to a network engineer for review and, if necessary, on to a maintenance crew for repair. He asked for 2 days to accomplish this, and I agreed.

    A few minutes ago, I logged in and ran the Spectrum speed test.

    951 DL and 804 UL !!

    I just sent a message to Albert thanking him. I also thank you Edward, and James as well, for taking the time to help resolve this issue. Very impressed with the new high split upgrade and symmetrical speeds over coax in a neighborhood that was wired over 40 years ago.

    Rod Smith

  • RLS201052
    RLS201052 Posts: 13 Participant

    This morning is 935 DL and 906 UL.

  • James_M
    James_M Posts: 5,366 ✅ Verified Employee Moderator

    @RLS201052

    Glad to hear the issue was resolved. Please let us know if you have questions or additional service issue in the future.

This discussion has been closed.

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