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Rogers Ignite Intermittent Internet: Maybe Fixed?

mdfriendly
I've Been Here Awhile

My house had been having intermittent internet issues where it would disconnect completely (even to devices connected by ethernet) and would come back a short time later. After this had gone on for around a day, I called tech support, who told me that there was lots of packet loss on my network and sent a tech. I am decently technical and saw that around this time the CM error codewords were ridiculously high on all channels.

 

The tech came a few days later and told me that the line to the house is fine and all the coax connections are good. He removed some old splitters that he said might cause packet loss. He wanted to replace the modem (ignite XB6) but said that there was some backend issue that wouldn't allow him to provision a new one. He said to monitor the connection for a few days and if it was still bad to get tech support to issue a swap.

 

Since the tech came the internet at the house has had no problems, but I am wary that it might cut out at any moment. Hopefully @Datalink and/or @-G- could help me out determining if I should get a swap or not. See the upstream/downstream channel tables and the CM error codeword tables below, system uptime approx. 1 day 6 hours at the time of posting. 

 

The CM error codeword table shows a lot of uncorrectables, but it's less than 0.5% of all codewords, is this ok? I've read that these numbers should be as close to 0 as possible.

 

 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
12
1
2
3
4
5
6
7
8
9
10
11
13
14
15
16
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
621 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
633 MHz
639 MHz
645 MHz
651 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
41.8 dB
38.2 dB
41.0 dB
41.1 dB
41.2 dB
39.9 dB
40.1 dB
40.5 dB
40.6 dB
40.6 dB
41.0 dB
41.0 dB
41.9 dB
42.1 dB
41.8 dB
41.9 dB
42.0 dB
41.9 dB
42.1 dB
41.8 dB
42.2 dB
42.0 dB
42.1 dB
42.1 dB
42.0 dB
42.2 dB
42.0 dB
41.9 dB
41.3 dB
41.3 dB
41.2 dB
41.1 dB
37.6 dB
3.0 dBmV
-4.3 dBmV
4.8 dBmV
4.7 dBmV
4.3 dBmV
0.6 dBmV
0.4 dBmV
0.4 dBmV
0.3 dBmV
0.7 dBmV
1.5 dBmV
2.1 dBmV
3.9 dBmV
4.1 dBmV
3.9 dBmV
4.1 dBmV
4.0 dBmV
4.1 dBmV
4.5 dBmV
4.5 dBmV
4.6 dBmV
4.8 dBmV
4.6 dBmV
4.8 dBmV
4.9 dBmV
4.7 dBmV
4.8 dBmV
4.5 dBmV
5.9 dBmV
5.6 dBmV
5.4 dBmV
5.1 dBmV
-1.0 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
5
Locked
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
4 MHz
2560
5120
5120
5120
0
43.8 dBmV
44.8 dBmV
45.8 dBmV
45.5 dBmV
435000.0 dBmV
QAM
QAM
QAM
QAM
OFDMA
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
TDMA

 

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
3820886726
412571606
466903338
466917657
466928141
466970520
466978334
466985940
466995080
467002151
467005939
467011651
467015986
467027183
467034823
467041288
467049523
467051974
467061292
467071385
467081558
467086614
467093591
467078060
467073057
467105250
467112590
467121535
467071811
467077640
467073976
467076220
3820886726
3614814946
2019052
54129
53367
51990
34823
33586
33412
33018
32565
32614
32217
32120
31067
29145
29557
28956
30505
29604
28775
26948
27067
26601
33741
36986
26948
26981
27131
50131
51777
54098
54505
3614814946
6116517
858821
70653
65919
63796
46403
46756
45027
44756
44563
44664
44342
43931
42375
40354
40975
40128
42013
40757
38237
38202
37229
38039
46397
55867
39931
38414
38360
68292
69154
72089
71564
6116517
4 REPLIES 4

Re: Rogers Ignite Intermittent Internet: Maybe Fixed?

-G-
Resident Expert
Resident Expert

@mdfriendly  I'm not entirely sure what to make of these stats because they look odd.

 

The Downstream SNR and Power Levels are within spec but looking across all channels, the power levels range from -4.3 dBmV to 5.9 dBmV.

 

Your modem is also outputting a higher than normal power level upstream, something that I would not expect to see given that your modem is seeing strong downstream power levels... unless perhaps they have an amplifier installed to boost the signal to your home.  You also have an upstream OFDM channel enabled with a totally bogus power level displayed.

 

As for your error stats, your Uncorrectable Codewords count ideally should be zero across the board, and your downstream OFDM channel definitely should be close to zero, not 6116517.  Your modem should be using the downstream OFDM channel but I don't know at what point (or if) it would switch from DOCSIS 3.1 to D3.0 mode.

 

The other thing I don't understand is why the error count is so high, across all channels, yet your SNR stats don't reflect a lot of noise.  Do these error counts ever remain stable or are they constantly increasing?

 

I would send a private message to @CommunityHelps  and them to check the stats on your local node.

 

I can't tell you whether your modem needs to be replaced or not, or whether there are signal problems in your area.  Rogers can validate everything by looking at the local node and by looking at your neighbours' stats.  Without information as to what the Rogers techs and maintenance crews have been doing in your area to try to fix your issues, I cannot provide you with an informed opinion on what the next steps should be.

Re: Rogers Ignite Intermittent Internet: Maybe Fixed?

Datalink
Resident Expert
Resident Expert

Yup, its a mystery alright.  The downstream Docsis 3.0 levels have a wide range, but, taken individually, their in spec.  I'd like to see no more than a 2 to 3 dB range, centered around 0 dBmV, personal opinion of course.  The signal to noise ratios are really good, so that doesn't jive with the high uncorrected code words.  So, one of the problems here, as @-G- indicated, we don't know if the modem is using the OFDM downstream channel only, or if its running in a mixed mode, using both Docsis 3.0 QAM channels and Docsis 3.0 OFDM channel sub-carriers.  We don't have any visibility into the sub-carrier signal levels and signal to noise ratios, so, you would have to send a message to @CommunityHelps to have one of the moderators check the OFDM MIBS.  Tech support doesn't have access to that data, but the moderators should.    If that check comes back ok, then there's another issue afoot somewhere else.  That codeword error count would be looking at the total sum of codewords as transmitted to the modem from the Cable Modem Termination System.  There are multiple components along the way that could be causing a problem, with the modem being the last device in the chain.  I don't believe that you have a modem problem.  Historically, the modem failure rate is very low, but, for whatever reason, tech support and the field techs seem to push modem replacements as the cure-all.  

 

So, questions of the day:

 

1.  Is your external cabling overhead or underground?  I'm 

2.  Do you know when that cabling was changed or installed?

3.  Did the tech remove all of the splitters, or, is there still one or two splitters still present in the junction between the external cable and the internal cable?  A remaining splitter would explain the elevated upstream levels.

 

I think the techs should be looking at your neighbours data to see if the situation is a "one of", as in yours, or if the same problem can be seen with the immediate neighbours modems as well, which points to the local tap or further upstream.  I don't think there's any point in doing anything without checking that data first.  If this is your problem only, then it points to a nearby noise source, despite the signal to noise ratios, to a degraded cable, and lastly the remote possibility of a failing modem (which I don't believe, but its possible).

 

fwiw, my two cents.....



Re: Rogers Ignite Intermittent Internet: Maybe Fixed?

mdfriendly
I've Been Here Awhile

The unerrored count on channels 1 and 33 stayed consistent at 6116517 for around a day and the total is now 7983787. Thanks for the info and advice, I'll be sure to send the mods a message and see if they can look into it.

Re: Rogers Ignite Intermittent Internet: Maybe Fixed?

mdfriendly
I've Been Here Awhile

As per your questions, the cables running to the house are buried. The internal cables were redone when the house was renovated around 2 years ago, but I suspect the external cables are at least 5 years old. As far as I'm aware, the tech removed all the splitters, he even said that someone removed a splitter from the area box which might have improved things. 

 

There have been a bunch of area outages (according to the Rogers chatbot at least) over the past month which might indicate that it's not just me with this problem. Thanks for letting me know about the modem fail rate, I used to work in a Fido store and we just told everyone to get a new one, guess it's just the quick fix.

 

I'll be sure to reach out to the mods to check on the area data, thanks for your help!

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