06-01-2024 04:11 PM - last edited on 06-01-2024 05:20 PM by RogersMoin
I am having ongoing issues with my XB7 modem. I was working perfectly for the first month or so and then for the last 2 weeks it will appear to drop internet connection and cycle through starting up again. I have watched the light change from solid white to blinking orange. It happens sometimes every 30 minutes, or sometimes every few hours. The frustrating part is the multiple technician visits that have not worked. Additionally, before switching to Rogers I had zero issues with reliability so I doubt it is a problem with the lines to my home, or an electrical issue. Has anyone else had a similar experience and have a solution? Thanks
*Added Labels*
06-01-2024 08:49 PM
I have an XB7 as well and started having this problem about 9 days ago. Replacing the modem did not resolve the issue. In my case, I get disconnected even when the white light is solid.
06-02-2024 09:26 AM
Is it normal for index 1 & index 33 to have the same data?
06-03-2024 05:41 PM
Welcome to the Rogers Community Forums!
We definitely want to help you both with your internet concerns. I know how important it is to have a stable connection.
Can you confirm if the modem is connected directly to the power socket or via a power bar/surge protector?
Please follow the steps outlined here and provide us with the signal level table for your modem so we can review if there is a possible RF issues causing the connectivity issues.
We look forward to reviewing your results.
RogersTony
06-03-2024 08:53 PM
My modem is connected directly to a power socket. Let me know if I posted the wrong stats.
IndexLock StatusFrequencySNRPower LevelModulation
Downstream | Channel Bonding Value | |||||||||||||||||||||||||||||||
16 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 |
Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
651 MHz | 279 MHz | 849 MHz | 855 MHz | 861 MHz | 579 MHz | 585 MHz | 591 MHz | 597 MHz | 603 MHz | 609 MHz | 615 MHz | 621 MHz | 633 MHz | 639 MHz | 645 MHz | 657 MHz | 663 MHz | 669 MHz | 675 MHz | 681 MHz | 687 MHz | 693 MHz | 699 MHz | 705 MHz | 711 MHz | 717 MHz | 723 MHz | 825 MHz | 831 MHz | 837 MHz | 843 MHz | 350000000 |
39.9 dB | 38.6 dB | 41.0 dB | 41.0 dB | 41.2 dB | 40.0 dB | 40.1 dB | 40.2 dB | 40.3 dB | 40.4 dB | 40.3 dB | 40.1 dB | 40.3 dB | 40.1 dB | 40.0 dB | 39.9 dB | 39.9 dB | 40.0 dB | 40.1 dB | 40.2 dB | 40.3 dB | 40.3 dB | 40.4 dB | 40.4 dB | 40.5 dB | 40.6 dB | 40.8 dB | 40.7 dB | 41.2 dB | 41.3 dB | 40.9 dB | 40.9 dB | 38.2 dB |
4.9 dBmV | 2.2 dBmV | 6.9 dBmV | 6.7 dBmV | 6.8 dBmV | 5.6 dBmV | 5.5 dBmV | 5.5 dBmV | 5.7 dBmV | 5.8 dBmV | 5.9 dBmV | 5.7 dBmV | 5.7 dBmV | 5.3 dBmV | 5.2 dBmV | 5.1 dBmV | 4.9 dBmV | 4.9 dBmV | 5.0 dBmV | 5.2 dBmV | 5.2 dBmV | 5.2 dBmV | 5.2 dBmV | 5.5 dBmV | 5.6 dBmV | 5.7 dBmV | 6.3 dBmV | 6.4 dBmV | 7.5 dBmV | 7.4 dBmV | 7.0 dBmV | 6.9 dBmV | 2.5 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 | 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 |
IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream | Channel Bonding Value | ||
1 | 2 | 3 | 4 |
Locked | Locked | Locked | Locked |
21 MHz | 25 MHz | 32 MHz | 38 MHz |
2560 | 5120 | 5120 | 5120 |
40.0 dBmV | 41.3 dBmV | 42.0 dBmV | 42.3 dBmV |
QAM | QAM | QAM | QAM |
TDMA_AND_ATDMA | ATDMA | ATDMA | ATDMA |
IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords
CM Error Codewords | ||||||||||||||||||||||||||||||||
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 |
2883930991 | 3671429617 | 3671458983 | 3671481276 | 3671502846 | 3671527972 | 3671549748 | 3671567587 | 3671584801 | 3671606459 | 3671623921 | 3671644477 | 3671665345 | 3671683750 | 3671701143 | 3671717754 | 3671734442 | 3671758662 | 3671778003 | 3671799903 | 3671819317 | 3671838762 | 3671858829 | 3671875389 | 3671898777 | 3671915600 | 3671938089 | 3671960375 | 3671981039 | 3672005705 | 3672015988 | 3672018436 | 2883930991 |
2694241324 | 5800 | 113 | 98 | 40 | 538 | 284 | 300 | 298 | 240 | 282 | 262 | 178 | 196 | 211 | 191 | 124 | 170 | 87 | 169 | 185 | 228 | 205 | 169 | 213 | 1192 | 217 | 217 | 92 | 134 | 134 | 148 | 2694241324 |
110696 | 2389 | 170 | 131 | 125 | 399 | 346 | 347 | 453 | 475 | 472 | 517 | 371 | 305 | 190 | 173 | 153 | 94 | 123 | 134 | 122 | 145 | 199 | 197 | 186 | 1512 | 217 | 229 | 173 | 145 | 209 | 221 | 110696 |
06-04-2024 05:32 PM
Having the same issues. Modem was flashing. Unplugged the power cord for 30 seconds plugged it back in, & still no better.
Whats going on here?
06-05-2024 08:20 PM
Hi Tony,
I have tried with the modem plugged into a surge protector as well as directly into and outlet with nothing else plugged in, the problem still happens unfortunately.
Below you will find the tables, thank you.
Downstream | Channel Bonding Value | |||||||||||||||||||||||||||||||
19 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 |
Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
669 MHz | 279 MHz | 849 MHz | 855 MHz | 861 MHz | 579 MHz | 585 MHz | 591 MHz | 597 MHz | 603 MHz | 609 MHz | 615 MHz | 621 MHz | 633 MHz | 639 MHz | 645 MHz | 651 MHz | 657 MHz | 663 MHz | 675 MHz | 681 MHz | 687 MHz | 693 MHz | 699 MHz | 705 MHz | 711 MHz | 717 MHz | 723 MHz | 825 MHz | 831 MHz | 837 MHz | 843 MHz | 350000000 |
41.4 dB | 39.7 dB | 39.8 dB | 39.7 dB | 39.8 dB | 40.6 dB | 40.3 dB | 40.4 dB | 40.4 dB | 40.5 dB | 40.6 dB | 40.7 dB | 40.8 dB | 40.9 dB | 40.9 dB | 40.8 dB | 40.9 dB | 41.4 dB | 41.5 dB | 41.1 dB | 41.3 dB | 41.2 dB | 41.6 dB | 41.6 dB | 41.4 dB | 41.5 dB | 41.6 dB | 41.4 dB | 40.5 dB | 40.3 dB | 40.2 dB | 40.1 dB | 39.0 dB |
0.6 dBmV | -3.6 dBmV | -3.7 dBmV | -4.1 dBmV | -4.0 dBmV | -2.9 dBmV | -3.0 dBmV | -2.7 dBmV | -2.5 dBmV | -2.1 dBmV | -1.5 dBmV | 0.9 dBmV | 0.9 dBmV | 0.2 dBmV | 0.2 dBmV | 0.2 dBmV | 0.0 dBmV | 0.5 dBmV | 0.4 dBmV | 0.8 dBmV | 0.4 dBmV | 0.3 dBmV | 0.9 dBmV | 0.8 dBmV | 0.4 dBmV | 0.6 dBmV | 0.7 dBmV | 0.4 dBmV | -1.6 dBmV | -2.1 dBmV | -2.4 dBmV | -3.1 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 | 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 |
Upstream | Channel Bonding Value | ||
1 | 2 | 3 | 4 |
Locked | Locked | Locked | Locked |
21 MHz | 25 MHz | 32 MHz | 38 MHz |
2560 | 5120 | 5120 | 5120 |
43.0 dBmV | 43.0 dBmV | 44.0 dBmV | 46.0 dBmV |
QAM | QAM | QAM | QAM |
TDMA_AND_ATDMA | ATDMA | ATDMA | ATDMA |
CM Error Codewords | ||||||||||||||||||||||||||||||||
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 |
3444221992 | 1985657162 | 1986623964 | 1986175266 | 1987128443 | 1987108466 | 1987311132 | 1987494413 | 1987676111 | 1988487283 | 1990192420 | 1990322950 | 1990450402 | 1990642626 | 1990715563 | 1991422974 | 1991579387 | 1991724005 | 1991875786 | 1992038246 | 1993240180 | 1993357476 | 1993480769 | 1993633291 | 1993754556 | 1993955403 | 1994141863 | 1994844747 | 1995014829 | 1994457307 | 1954851828 | 1954962858 | 3444221992 |
3331745167 | 394513 | 49460 | 41517 | 16146 | 251167 | 208794 | 198111 | 230642 | 198298 | 138055 | 133580 | 137244 | 80853 | 133523 | 111896 | 86687 | 74161 | 95449 | 64367 | 53939 | 79110 | 79870 | 56600 | 65503 | 54308 | 44744 | 72381 | 21820 | 37902 | 18685 | 24067 | 3331745167 |
1730531 | 239313 | 5052 | 4755 | 2935 | 75514 | 51410 | 48261 | 60351 | 40276 | 17576 | 18432 | 21029 | 9640 | 15227 | 11155 | 8903 | 7615 | 9339 | 6234 | 7004 | 7902 | 6398 | 6002 | 7272 | 5593 | 5300 | 7449 | 3198 | 4218 | 2802 | 3199 | 1730531 |
06-05-2024 10:23 PM
Hello @TheHoss,
We do apologize to hear that you are also having an intermittent issue with your connection. Are you able to provide us with some more details regarding the problem? How long have you been having this issue? Were there any recent changes made to the setup inside the home since you’ve noticed this issue occurring?
If you can also provide the modem signal levels as outlined in the post here found above, we’ll be glad to take a further look into this for you.
Thank you for the update @tjachr,
Nothing stands out from the signal levels that you have posted. Are you noticing this intermittent issue at a specific time, or does it occur randomly throughout the day? Also, when you had the technician visits, were you provided with any further information on the cause or did you know if any equipment was changed, like your modem?
Regards,
RogersJermaine
06-06-2024 08:56 PM
06-08-2024 07:26 PM
Hello @tjachr,
Thank you for the updated information. We do apologize to hear that you are still having this persistent issue after multiple technician visits. We can certainly take a further look into this for you.
Please feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our private messaging system works, please check out our blog.
Regards,
RogersJermaine
06-25-2024 08:10 PM
Incase anyone else has these issues, my situation has been resolved. A few days ago, a senior technician came to my house and assessed the lines. He determined there was a large amount of water damage and deterioration. He installed new lines and I think changed some other parts on the box outside but since then there has not been a single disconnect.