Intermitted disconnects and timeouts "Uncorrectable CodeWords"

[rogerwpearson]

Hello, I switched from Bell to Rogers several months ago. Since then, I've been experiencing disconnects during meetings, VoIP calls (both on Teams and Fongo), and other strange issues like YouTube ads freezing and turning grey, requiring me to restart the video to get it playing again. I am a network engineer and have tried troubleshooting by connecting directly to the modem, replacing the modem (now on the third one), etc. Rogers technicians have visited three times. Each time, they reported a strong signal, replaced the line twice, and, during the last visit, sent a maintenance team to work in front of my house and three neighboring houses. When I spoke to the technician, he mentioned there was a major issue at a neighbor's house, but again, he said my signal was perfect. I logged into the modem today to check the logs, and while the signal and power strength appear to be within the standard range, the uncorrectable code words seem to be unusually high. Can someone review these results and let me know if they are normal? Also, I'm worried perhaps these errors occurred while he was plugging in the modem or something and they are old invalid errors. How can I reset the counter to zero for these errors so I can tell if they are new?

Cable Modem HW Version:2.1 Vendor:Technicolor BOOT Version:S1TC-3.81.21.97 Core Version:1.0 Model:CGM4981COM Product Type:XB8 Flash Part:4096 MB Download Version:Prod_22.2_d31 & Prod_22.2 Channel IDLock StatusFrequencySNRPower LevelModulation Downstream Channel Bonding Value 15 1 2 3 4 5 6 7 8 9 10 11 12 13 14 16 33 34 Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked 645 MHz 555 MHz 561 MHz 567 MHz 573 MHz 579 MHz 585 MHz 591 MHz 597 MHz 603 MHz 609 MHz 615 MHz 621 MHz 633 MHz 639 MHz 651 MHz 350000000 723000000 40.6 dB 40.9 dB 41.0 dB 40.7 dB 40.6 dB 40.8 dB 40.9 dB 41.1 dB 40.8 dB 41.0 dB 40.9 dB 40.7 dB 40.9 dB 40.7 dB 40.6 dB 38.8 dB 41.4 dB 39.2 dB -2.7 dBmV -2.3 dBmV -2.2 dBmV -2.6 dBmV -2.7 dBmV -2.4 dBmV -2.1 dBmV -2.2 dBmV -2.3 dBmV -2.1 dBmV -2.2 dBmV -2.4 dBmV -2.4 dBmV -2.7 dBmV -2.9 dBmV -3.0 dBmV -1.2 dBmV -3.4 dBmV 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM OFDM OFDM *Channel ID 15 is the Primary channel Channel IDLock StatusFrequencySymbol RatePower LevelModulationChannel Type Upstream Channel Bonding Value 1 2 3 4 Locked Locked Locked Locked 18 MHz 23 MHz 30 MHz 36 MHz 2560 5120 5120 5120 37.8 dBmV 38.8 dBmV 39.8 dBmV 40.0 dBmV QAM QAM QAM QAM TDMA_AND_ATDMA ATDMA ATDMA ATDMA Channel IDUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords CM Error Codewords 15 1 2 3 4 5 6 7 8 9 10 11 12 13 14 16 33 34 3339301966 4037602555 4051412073 4051439315 4051460817 4051483129 4051496483 4048309790 4048453524 4051506699 4048619864 4048465949 4048648976 4048671813 4048798354 4051517607 1905908279 3339301966 3172347500 3440 9922 9692 9911 9765 10248 5719 5987 10326 6553 6889 71001 66381 10095 27534 1618954761 3172347500 12912 10140 30118 29339 31244 29829 32757 16206 15827 31714 17737 18059 73616 84863 33292 30350 44439 12912

***ADDED LABELS***

[rogerwpearson]

Bump!

[rogerwpearson]

One of the servers that appears to be causing issues is rogers server 209.148.235.210 according to ping plotter, I'm getting massive packet loss on that server

[RogersMoin]

Hello, @rogerwpearson.

Thank you for joining our Community and sharing your concerns about your Internet service. Intermittency can be bothersome. We appreciate your detailed post. We can run a few tests on your connection and work with you toward a resolution. Please send @CommunityHelps a private message. We detailed more info about our private messaging in this blog. 

Regards,

RogersMoin

[rogerwpearson]

I sent a message. Yes, I'm getting disconnected frequently. I hope they can help.

[rogerwpearson]

I followed up with the @communityhelp as suggested above. The technician who was assigned the case told me I had a good signal as of his last test and asked me what the issue was. Given I already described the issue in this thread and directed him to read this thread I find it very frustrating. In any event I will be going back to Bell as the quality of the internet is bad and the support is worse.

[rogerwpearson]

As a further follow up. I installed PRTG as it is clear I have to troubleshoot this with a first line helpdesk technician with zero understanding of basic networking or I have to fix it myself. Upon installing PRTG I immiediately received an error on the gateway 10.0.0.1 for myrouter.io upon going to https://10.0.0.1 and looking at certificate I can it was issued by comcast july 10th 2023 and expired the same day this year. So rogers is using expired comcast certificates for the HTTPs on their routers. The more you dig into this ISP the more incompetent they are revealed to be.