Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

[danewfie]

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*

[Taab]

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

[danewfie]

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?

[Taab]

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

[Alex4161]

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

[danewfie]

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 

[Datalink]

@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. 

[danewfie]

@Datalink

System Uptime: 12 Hrs

Downstream

Channel 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

Upstream	Channel 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

[Datalink]

@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.

[danewfie]

@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?