Rogers Community

JordanB2 · 2 weeks ago

I upgraded to the new XB8 modem which was working fine for a while but it has recently started intermittedly disconnecting for short periods. Both wired and wireless internet drop for about 2-10mins each time, every 1-3 hours or so, but the white light stays on the modem. A tech has come out twice and replaced the modem each time. Nothing so far has worked. Its causing trouble with our work from home jobs so I'm hoping there is a solution.

I've logged some data if this is useful. Looking for potential solutions or at least getting the right tech to come do the right fix.

Downstream

Channel Bonding Value

Channel ID

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

21

22

23

24

25

26

27

28

29

30

31

32

33

34

Lock Status

Locked

Frequency

489 MHz

483 MHz

477 MHz

471 MHz

465 MHz

459 MHz

453 MHz

447 MHz

441 MHz

435 MHz

429 MHz

423 MHz

417 MHz

411 MHz

405 MHz

399 MHz

393 MHz

387 MHz

369 MHz

363 MHz

357 MHz

351 MHz

345 MHz

339 MHz

333 MHz

327 MHz

321 MHz

315 MHz

309 MHz

303 MHz

812000000

668000000

SNR

32.8 dB

34.3 dB

33.3 dB

32.6 dB

33.5 dB

33.7 dB

33.2 dB

33.6 dB

34.1 dB

36.0 dB

34.7 dB

33.9 dB

33.4 dB

33.7 dB

34.2 dB

31.4 dB

34.6 dB

34.0 dB

32.7 dB

34.3 dB

34.1 dB

33.9 dB

34.2 dB

34.3 dB

34.6 dB

34.3 dB

34.4 dB

35.1 dB

39.5 dB

39.1 dB

Power Level

4.9 dBmV

5.0 dBmV

4.8 dBmV

4.9 dBmV

4.7 dBmV

4.5 dBmV

4.4 dBmV

4.6 dBmV

4.7 dBmV

4.6 dBmV

4.4 dBmV

4.6 dBmV

4.4 dBmV

4.3 dBmV

4.5 dBmV

4.7 dBmV

4.2 dBmV

3.8 dBmV

3.9 dBmV

3.6 dBmV

3.7 dBmV

3.8 dBmV

3.9 dBmV

4.0 dBmV

4.4 dBmV

3.4 dBmV

Modulation

256 QAM

OFDM

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	7
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	23 MHz	30 MHz	36 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	39.8 dBmV	40.3 dBmV	41.0 dBmV	41.0 dBmV	38.7 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	TDMA

CM Error Codewords
Channel ID	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	21	22	23	24	25	26	27	28	29	30	31	32	33	34
Unerrored Codewords	2311044957	1992242783	1992639300	1993014357	1993406040	1993772534	1994159258	2093193331	1994984668	1995452673	2089848642	1996492189	1997629597	2060502138	1998673443	1999227413	1999766204	2000286806	2001198847	2001726851	2002246090	2002785696	2003400608	2182757517	2173949188	2170235322	2005883224	2006546861	2007179229	2007858367	2271972512	2311044957
Correctable Codewords	2127458365	5439660	5365663	5302351	5227630	5163864	5078115	5141337	4920021	4820399	4812858	4582651	4330009	4319662	4131058	4023755	3920621	3819298	3631661	3522065	3420425	3308290	3161276	3249597	3076834	2919005	2606974	2427641	2259670	2064934	2080521265	2127458365
Uncorrectable Codewords	991	16269732	15955795	15646049	15343641	15043852	14746485	14891209	14103134	13725257	13708682	12927180	12046723	11883638	11232161	10790276	10364166	9947595	9235112	8823472	8409853	7988881	7529341	7527014	6966737	6441967	5625391	5139749	4669759	4187275	501	991

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_23.2_231009 & Prod_23.2_231009

-G- · a week ago

@JordanB2 The power levels on your downstream channels all appear to be okay but the SNR is low and you have a large number of uncorrectable codewords errors, across all channels, in your CM Error Codewords stats. At first glance, it looks like a noise issue that is causing problems. It might just be with your connection or it could be an area issue.

I would send a private message to @CommunityHelps and ask them to investigate this.

JordanB2 · a week ago

Thank you for your help! I will mention this when setting up the next support ticket and hopefully they can send someone who can fix this type of issue.

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