Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

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Highlighted
I Plan to Stick Around
Posts: 9

Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

Within the week I got the service installed and on the first day or two had rock solid speed and performance.

I've read up on the Technicolor speed issues in bridge mode so I've disabled that and am running in standard modem configuration for now. I was bridging to an Eero and not unifi hardware but still had similar issue.

 

So assuming that I have the same issues where I get connected at a slower speed it doesn't explain the random disconnects I am getting.

 

Every day I'm talking to Tech support to look at the modem and the first one just reset modem. Second one says pretty much the same thing. They eventually decide to send out a tech to check things out.

 

Later this week I"ll have that checked on. However my expectation will be that the tech will not find anything and as the disconnects are fairly random but usually happen in the morning that I can tell. (I consistently loose internet during my morning conference calls while at work) Each tech representative looks at the modem and says things are fine.

 

My concerns are even though the modem gets an orange light and a flashing green light multiple times a day. In the modem status screens it doesn't change how long the connections is live? For example this morning it disconnected and reconnected twice but the status was showing it was connected for 8 hrs.

 

I also have an unusually large amount of Uncorrectable Codewords however .. it seems that this is a normal expectation? At what point are those numbers acceptable and when are they not?

 

Would gladly appreciate any help in troubleshooting steps or what I should be trying next.

 

Thanks,

 

*Added Labels*

Highlighted
I Plan to Stick Around
Posts: 16

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

Yeah I'm getting the reduced speeds and disconnects as well. 

Highlighted
I Plan to Stick Around
Posts: 9

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

Are you bridged? Rogers confirmed a firmware fix coming eventually in another post. And there are posted steps to bring speeds back to full.

The disconnects are the biggest concern for me. Do you have any different experience from tech support? Steps or troubleshooting?
Highlighted
I Plan to Stick Around
Posts: 16

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

Yeah, I am bridged. I've only talked about it on these forums. Haven't contacted Rogers directly yet. 

Highlighted
I'm a Reliable Contributor
Posts: 378

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

I have had the same issue (internet slowdown, choppy sound/picture on some channels time to time) since I signed up with Ignite TV back in March.  I still have a ticket open and a tech visited my home yesterday.  From what the tech told me, it may be a capacity issue in that there are more people working from home and the rogers network are having glitches.  I did see a rogers maintenance truck  around the neighbourhood as well yesterday as the tech pointed them out.

 

Like you, I too have have over a BILLION corrected errors and this is just in the last couple of weeks.

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable 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
4224195945
655488399
655490178
655485913
655497109
655502603
655504020
655508661
655510066
655513265
655523531
655530611
655524694
655519018
655533563
655534900
655540778
655550848
655546009
655551575
655565150
655562526
655562042
655554276
655557442
655576155
655572052
655583045
655579430
655581642
655584866
655500035
4224195945
1049511170
1365
1586
1650
1828
1114
1121
1091
1118
1079
1112
971
1091
1053
969
1062
1227
1035
1093
1082
976
1052
1146
3804
7054
1708
1200
1061
2114
1715
3300
65426
1049511170
51766
4172
5797
5749
6325
4755
4845
4849
5081
4945
5414
4517
4877
4904
4481
4930
5415
4958
4882
4897
4398
4823
5260
9746
15071
5547
5419
4398
6827
5964
5916
23259
51766

 

Highlighted
I Plan to Stick Around
Posts: 9

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

These are my stats after an hour of use:

I personally don't think these are acceptable numbers, but I don't know much about the new cable parameters.

CM Error Codewords
Index
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
Unerrored
269098357
1421656660
1419870506
1419872758
1419906187
1419935659
1419954397
1419905091
1419999707
1420025039
1419967743
1420187263
1420202816
1420234064
1420260627
1420279749
1420292240
1420290128
1420343241
1420366732
1420463436
1420476007
1420503829
1420532657
1420558813
1420571623
1420585652
1420605532
1420634392
1420657031
1420745116
1420725812
269098357
Correctable 
220534153
43633
6796
10151
10046
7080
8413
9518
8384
7314
6764
7481
9974
7244
5422
6842
10363
12634
8639
7116
9271
13627
11379
7425
4404
7776
13035
13764
11190
9109
7158
5347
220534153
Uncorrectable 
104797
101782
8445
10602
10423
8820
10315
11437
10798
9262
8192
9105
11678
8412
7143
8283
11513
12715
9740
10444
10089
13238
11183
7936
6415
8776
11951
12617
10798
9407
7479
7009
104797

 

Edit: For those curious the steps to restore speeds who are bridged:

Here 

 

Highlighted
Resident Expert
Resident Expert
Posts: 6,833

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@Alex4161 @danewfie can you post both signal data and codeword data in one post so I can have a look at both of them at the same time.  I would expect to see less than optimal signal levels and signal to noise ratios in the signal data, so that might explain the numbers of Uncorrectable Codewords. 



Highlighted
I Plan to Stick Around
Posts: 9

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@Datalink

System Uptime: 12 Hrs

DownstreamChannel Bonding Value
Index
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
 
Lock Status
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
Locked
Frequency
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
350 MHz
275600000
SNR
41.7 dB
41.3 dB
41.2 dB
41.3 dB
41.2 dB
41.8 dB
41.8 dB
41.8 dB
41.8 dB
41.7 dB
41.8 dB
41.9 dB
41.8 dB
42.1 dB
42.1 dB
41.9 dB
41.9 dB
41.8 dB
41.8 dB
41.3 dB
41.8 dB
41.7 dB
41.7 dB
41.7 dB
41.8 dB
41.7 dB
41.6 dB
41.1 dB
41.3 dB
41.3 dB
41.1 dB
41.1 dB
41.4 dB
NA
Power Level
9.2 dBmV
4.3 dBmV
10.1 dBmV
10.0 dBmV
9.7 dBmV
7.6 dBmV
7.5 dBmV
7.7 dBmV
7.9 dBmV
8.0 dBmV
8.1 dBmV
8.2 dBmV
8.1 dBmV
8.7 dBmV
8.9 dBmV
8.9 dBmV
8.9 dBmV
8.9 dBmV
9.1 dBmV
9.4 dBmV
9.2 dBmV
9.3 dBmV
9.4 dBmV
9.6 dBmV
9.8 dBmV
9.8 dBmV
9.8 dBmV
9.3 dBmV
10.0 dBmV
10.1 dBmV
10.1 dBmV
10.1 dBmV
6.0 dBmV
NA
Modulation
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
OFDM
UpstreamChannel Bonding Value
Index
1
2
3
4
 
Lock Status
Locked
Locked
Locked
Locked
 
Frequency
22 MHz
25 MHz
30 MHz
36 MHz
 
Symbol Rate
2560
2560
5120
5120
 
Power Level
40.8 dBmV
40.5 dBmV
42.5 dBmV
42.3 dBmV
 
Modulation
QAM
QAM
QAM
QAM
 
Channel Type
TDMA_AND_ATDMA
TDMA_AND_ATDMA
ATDMA
ATDMA
 

 

CM Error Codewords
Index
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
Unerrored 
614433522
2395480962
2393701979
2393700280
2393734682
2393766783
2393783792
2393733605
2393827714
2393855623
2393799143
2394016676
2394029161
2394064676
2394093691
2394110548
2394118760
2394115924
2394171442
2394201005
2394291926
2394300997
2394331707
2394365891
2394394902
2394403653
2394413149
2394432110
2394462628
2394487690
2394579068
2394561564
614433522
Correctable 
524474855
53401
12948
17523
17194
13734
15434
16986
15499
14020
13123
13971
17347
13300
10591
13258
18116
20652
15790
12331
16414
21790
18604
13237
8934
14127
20885
21996
18594
15763
12706
9870
524474855
Uncorrectable
131825
110410
13259
17766
17397
13328
16296
18710
17133
13986
12115
14374
18966
12783
10012
12565
18979
20848
15856
13307
16407
21389
18243
11873
8766
13778
19621
20568
17910
15270
10948
9684
131825

 

 

Highlighted
Resident Expert
Resident Expert
Posts: 6,833

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@danewfie personal opinion, all of your downstream signal levels are too high.  I think they all need to drop at least 6 dB, but, using a standard attenuator will push the upstream levels up by 6dB, bringing the upstream levels closer to the max upstream output level point at 51 dBmV.  There are various attenuation levels that can be used, but, they drop the downstream and push up the upstream levels at the same time.  There are foward path attenuators that only drop the downstream levels but I don't know if Rogers uses them or if Rogers only uses the typical attenuators from Antronix:

 

https://www.antronix.com/products/other/attenuators.aspx

 

 

Fwiw, the XB6 modem uses an OFDM channel for the downstream data, but I don't know if that channel is used exclusively or if the modem runs a hybrid mode, combining the DOCSIS 3.1 OFDM data with the DOCSIS 3.0 SC-QAM data.  Channels 1 to 32 are DOCSIS 3.0 SC-QAM channels while channel 33 is the OFDM channel.  Looking at the signal data, there is a signal ramp up from the start of the OFDM channel to wherever its end point might be.  The question is, does that signal level ramp up exceed the allowable specs for the min to max signal level?  Don't have an answer to that one.  

 

If you looked at the cable where it enters the home, is there a powered amplifier installed or perhaps a splitter installed?  Thats a key question at this point?  If you had a powered amplifier installed, I'd remove it and repost the signal levels, just to see where there at.  

 

I think the techs have a challenge on their hands to drop the downstream levels without driving the upstream levels up to a point where the modem starts to shut down upstream channels as the total output level is maxed out.  You're not there at the present time but installing a 9 dB attenuator for example would result in the output levels maxing out, which causes other problems.  

 

Looking at the Uncorrected Codewords, I would have expected to see low signal levels and low signal to noise ratios as well, but, that's not what the data shows.  Instead the data indicates high signal levels and high signal to noise ratios. It makes me think there's a gain control issue in the modem due to the high signal levels.  Its an interesting case to say the least.  I think the high signal levels are the root cause of the issue, just don't know how the tech will approach this.



Highlighted
I Plan to Stick Around
Posts: 9

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@Datalink thanks for the detailed feedback.

 

I am unsure what the setup is outside in the box, due to COVID I didn't watch to see what the Tech was doing outside during setup. Inside, I have the one wire coming in to a pass through f-81  so i can connect directly to the modem. Any benefit to adding a splitter and capping it? The previous owner had it setup connecting into a 6 port switch and I didn't want to deal with all that mess. So i just connected to a pass through so it would be direct connection without any interference. 

 

Is there a possibility the modem isn't working as intended and a new one could fix it? Anything I should bring up to the tech when they check it out?