@Sall follow this link @CommunityHelps which is the collective address for the moderators. You will see a link to send a private message on the right hand side. Follow that link to the message composition page. The address will fill in automatically. Fill in the subject, possibly "Random Internet Disconnects/Modem Flapping" and in the details, point to your post, which is located here (copy the following link) or enter the details that you consider are pertinent to the current situation:
Random Internet Disconnects/Modem Flapping - Rogers Community
Also include your account number and ask for a Senior Tech. By now, after three contractor visits, I believe that you should be able to request a Senior Tech who is a real Rogers tech.
When you get a response from the moderators and are logged into the forum, you will see a number overlaying the mail symbol in the upper right hand corner of the web page. Follow that link down to your message inbox to see the response and to respond to it if required.
If you have the time and patience for it, can you copy and paste the modem signal levels? To do that, go to http://10.0.0.1/ , log into your modem and go to "Gateway > Connection > Rogers Network". You will see three tables on that page, downstream and upstream signal levels and codeword stats. To copy those tables, one at a time, park your curser just ahead of the first character in the table's top left hand cell, hold down the shift key and scroll down to just after the last character in the bottom right hand table cell. Release the shift key and with the table cells highlighted or selected, use Ctrl c to copy the data. In a post, use Ctrl v to paste in the table data. That should result in a table in the post that looks like the table in the modem's User Interface. Repeat the same procedure for the other two tables. A horizontal scroll bar will be automatically generated, which will allow readers to scroll horizontally thru the data tables.
@Sall fwiw, here's a plot of the Downstream QAM signal levels.
One of the moderators will have to approve the image so that its publicly available.
All of the QAM signal levels are low. That line should be a horizontal line at 0 dBmV, running from 200 Mhz all the way up to 900 Mhz. So, one problem is the low signal levels. Your modem is probably running its downstream data via the single Orthogonal Frequency Division Multioplex (OFDM) channel, which runs from 350 Mhz up to approx 447 Mhz. That isn't plotted on the plot, but, understand that the OFDM channel signal levels are low, running at less than optimal signal levels and with a signal slope, instead of a steady signal level. That OFDM channel is comprised of thousands of low power sub-carriers, with very strong error correction capability.
Having said that, looking at the Error Codeword data, it shows a high number of Correctable and Uncorrectable codewords for QAM channel 1 and the OFDM channel 33. QAM channel 1 is at 279 Mhz, the OFDM channel runs from 350 to 447 Mhz. My interpretation is that you have a noise problem in the lower 500 Mhz range of your cable system, either from an internal or external source. What's interesting is that the signal to noise ratios look ok. There's a slight drop for both of those channels , QAM channel 1 and OFDM channel 33, but that drop is minimal and shouldn't have any impact on the channel performance. So, there's something that doesn't add up when you look at the Correctable and Uncorrected codewords and the relatively high signal to noise ratios. Personal opinion, they don't match up, which makes me wonder about the signal to noise calculations that the modem does. You have Uncorrected Codewords throughout the QAM channels but their not showing large numbers at all.
The missing part of the puzzle here is the signal to noise ratios at the Cable Modem Termination System (CMTS). The CMTS doesn't report its receive data levels back to the modem, but, the moderators and field techs have access to that data. The modem transmit levels aren't out of line. The usual output levels are 36 to 40 dBmV, so, your transmit levels are a little elevated. Where they currently are should not be an issue at all.
If your previous modem was one of the black Hitron modem, it could only use the QAM channels which run at much higher signal levels. If your previous modem was the white Hitron CODA-4582, that modem also used the Downstream OFDM channel as well as an Upstream OFDM channel which isn't showing up on your upstream data. So, the question is, what modem were you running before? That potentially adds some explanation to present problems. Did you have any internet issues prior to switching to the Ignite XB 6 or 7?
If you look at the cable connection point, where the inbound external cable connects to the modem cable, they should be connected with an F-81 connector, which looks like this:
https://www.homedepot.ca/product/ideal-3ghz-f-splice-adapter-10-pack-/1000751479
If you take a look at that connection point, there should not be an amplifier or a splitter installed which connects the two cables. The cables should be connected with that F-81 connector.
@Sall are you using a power bar of any type? Not a UPS, but a power bar. If you are using one, for test purposes, disconnect the power bar completely. Disconnect it from the wall socket and the connected equipment and run the connected equipment from extension cords if necessary. Run the modem for an hour or two, or more, and then repost the signal levels.
Fwiw, looking at your comment that you were running a black Hitron modem prior to this, that means that the Hitron modem was only running QAM downstream channels 1 to 32. Now, with the Comcast XB6 or XB7 modem installed, you're most likely running the downstream data via the single Orthogonal Frequency Division Multiplex (OFDM) channel (channel 33). And, ..... you're running into problems with that configuration. Personal opinion, you need a Senior Tech to address the error counts in channel 1 (QAM) running at 279 Mhz and the OFDM channel which runs from 350 Mhz up to 447 Mhz. Both of those are running low signal levels as well. A contractor tech will most likely be of no assistance. You need a Senior Tech (real Rogers tech) or a maintenance crew to address the noise and resulting error issues in the lower 200 to 500 Mhz range of the cable system. My guess is that it's a combination of noise in the system and low signal levels from the neighbourhood node.
So, contact the moderators @CommunityHelps to see what they can do to arrange a Senior Tech visit. Follow that link to their public page when you're logged into the forum. On the right-hand side of that page is a link to send a message to the moderators at @CommunityHelps. Follow that link to the message composition page and fill in the subject line and details, including your account number and MAC address from the modem if you can easily grab it from the modem's user interface. The MAC address makes it easier to find the modem on the network. The message address will fill in automatically.
When any of the moderators sends you a response, when you're logged into the forum, you will see a number overlaying the mail symbol which is at the upper right hand corner of the page. Follow that link down to the message inbox to see the response.
-
2791 views
-
0 Likes
-
-
