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Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

danewfie
I Plan to Stick Around

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*

18 REPLIES 18

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

Taab
I Plan to Stick Around

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

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

danewfie
I Plan to Stick Around
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?

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

Taab
I Plan to Stick Around

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

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

Alex4161
I'm a Reliable Contributor

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

 

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

danewfie
I Plan to Stick Around

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 

 

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. 



Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

danewfie
I Plan to Stick Around

@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

 

 

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.



Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

danewfie
I Plan to Stick Around

@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?

 

 

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

danewfie
I Plan to Stick Around

@Datalink is there a an expectation for how much the power levels fluctuate?

Just looking at my downstream i can see in this short time that its jumping up and down quite a bit.

 

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
41.8 dB
41.1 dB
41.3 dB
41.1 dB
41.2 dB
41.8 dB
41.7 dB
41.7 dB
41.9 dB
41.7 dB
41.8 dB
41.9 dB
41.7 dB
42.1 dB
42.0 dB
41.9 dB
41.7 dB
41.8 dB
41.8 dB
41.7 dB
41.8 dB
41.7 dB
41.7 dB
41.7 dB
41.7 dB
41.6 dB
41.4 dB
41.2 dB
41.2 dB
41.2 dB
41.2 dB
41.2 dB
41.2 dB
NA
Power Level
8.6 dBmV
3.6 dBmV
9.4 dBmV
9.1 dBmV
8.8 dBmV
6.8 dBmV
6.7 dBmV
6.8 dBmV
7.1 dBmV
7.3 dBmV
7.4 dBmV
7.4 dBmV
7.2 dBmV
7.9 dBmV
8.2 dBmV
8.2 dBmV
8.0 dBmV
7.9 dBmV
8.3 dBmV
8.8 dBmV
8.4 dBmV
8.3 dBmV
8.5 dBmV
8.9 dBmV
9.2 dBmV
9.1 dBmV
8.8 dBmV
8.4 dBmV
9.1 dBmV
9.3 dBmV
9.5 dBmV
9.5 dBmV
5.1 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

 

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@danewfie if you had a two or three port splitter handy, and some time and patience, you could try an experiment by installing the splitter.  The two port splitter will drop the downstream signal levels by 3.5 dB and push the upstream levels up by 3.5 dB.  The three port splitter usually contains one port at 3.5 dB and two ports at 7 dB.  You could try both 3.5 and 7 dB ports.  The 7 dB ports would keep the upstream below the failure point at 51 dBmV.  I'm not happy with that, given that you would be running at or just above 50 dBmV, so, not much room for any signal level fluctuations.  

 

The unused splitter ports should normally be capped with a 75 ohm terminator to prevent any signal reflection at the unused ports.  For now, I wouldn't worry about that, I'm more interested in whether or not the addition of an attenuator might temporarily resolve any disconnects.  

 

I wonder if you happen to be close to the neighbourhood node as it would explain the high downstream levels?  If the external cable wasn't in the greatest of shape, that would also explain the higher upstream levels, where they currently sit.   Did the previous techs replace the external cable, and, do you have underground cabling or does it run overhead to a nearby utility pole?

 

Edit:  Your signal levels should be fairly stable.  There is some seasonal variation, but its not very much.  On a minute to minute, hour to hour, day to day basis, those signal levels should be rock solid.  I wouldn't expect to see any variations within this short period of time. 

 

Fwiw, consider keeping a notepad log of the signal levels.  I keep one going that currently dates back to Jun/Jul 2014.  I don't update it every week or month, just when I have an occasion to log into the modem for any reason. 

 

The external Rogers box usually contains a cable ground block, with one cable arriving from the local tap, either via underground or overhead path, and the connecting cable heading inside the home.  Thats the cable that you are connected to via the F-81 connector.  The ground block is usually connected via copper wire to the external electrical meter box, which in turn should be connected to the house ground.   The one thing that the tech should check is the condition of the ground cable where it connects to the ground block, and to the clamp that is typically used at the electrical box.  The ground cable ends should be clean without an excessive amount of corrosion.  A poor ground can also cause problems. 

 

Here's an example of a ground block, in this case used for an external antenna installation, however, its basically the same, antenna or cable installation:

 

 

Note the typical downstream levels at 0 dBmV across the board.  The upstream usually runs in a 36 to 40 dBmV range.  The max power point for DOCSIS 3.0 modems is 51 dBmV.  Rogers typically uses 52 dBmV for a failure point.  There is a power level extension for DOCSIS 3.1 modems up to 63 or 67 dBmV, but I've only seen one instance of that in a U.S. post, so I suspect that use of the higher power level extension is pretty rare among ISPs. 



Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

danewfie
I Plan to Stick Around

@Datalink I'll take a look for some splitters and see what I have. I'll probably give that a try after the tech visit and see what he has to say.

 

Would the attenuator go inside or outside? Is it something I can buy and try out or something the tech needs to do in the box? I am very close the the Bell node, but not sure about the cable, if they are roughly in the same place then yes i'd be very close to the node.

 

I am underground wiring. The previous tech did no replacing of much that I could see. He was outside the house probably 5-10 min with this toolkit before giving me the modem to hook up. In fact the first few days i think were pretty rock solid, but I wasn't using it much so I can't vouch.

 

Today i've seen my signal levels fluctuate up and down 3 points. I'll keep a log for the next couple days and see whats up but every hour I roughly have a different level.

 

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

The tech should have splitters and attenuators on hand in the van.  What he or she needs to do is check the signal levels at the local tap, which should be within view of your front step, and at the side of the house.  Ideally the test instrument would have an upstream capability so the the upstream levels can be specifically checked.  The tech should also have a Time Domain Reflectometer on hand.  they look like these:

 

https://us.megger.com/products/low-voltage-testers/time-domain-reflectometers

 

The TDR can be used to look for signal reflections which can indicate a break in a cable for example.  If the tech checks both ends of the cable with a TDR, both tests should indicate the same cable length.  If not, as in the cable length results are different from both ends, that indicates a cable problem at the indicated length. So, its fairly easy to determine if a severe issue is on hand and where that issue would be located.  

 

Ok, so from the description, it sounds like you're a new customer to Rogers.  Was the cable out of service for a length of time, possibly years?  If so, that might explain the high upstream levels, as in the cable isn't in the greatest of shape, not failed, but certainly not in new condition.  

 

My thinking here is that replacing the cable and then adding the correct attenuator would result in a decent balance between the downstream and upstream power levels.    Bringing down the downstream levels to somewhere near 0 dBmV without pushing up the upstream to a failure point is the challenge.  A new cable would allow the upstream level to drop down to the lowest possible level, giving the tech some room to add an attenuator.  The alternative would be a Forward Path Attenuator, which drops the downstream levels but leaves the upstream where they are.  But, I don't believe that Rogers uses those.  That's a question to ask the tech.  

 

Whatever happens, ask the tech how he or she intends to drop the signal levels and not drive up the upstream levels to the point where the modem starts to shut down upstream levels if and when they exceed 51/52 dBmV.  If the tech wants to install an attenuator, I'd say, install that on the back of the modem so that you have access to it. 

 

When the tech visit is complete, you should have a reasonable balance between the downstream and upstream levels and no disconnects.  

 

Edit:  If you run a ping test to the Rogers primary IPV4 DNS, you can quantify the disconnects that occur with an ICMP ping.  To do that run the following ping command. 

 

ping -n 3600 64.71.255.204

 

When its done, right click on the top title bar of the command prompt.  Select Edit ..... Select All.  Then right click again, select Edit .... Copy.  Then paste that into a text editor like notepad, copy the bottom results and paste that into a post, just to see what you end up with for timeout losses.   That ping test will run for 1 hour and terminate when complete. 



Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

danewfie
I Plan to Stick Around

@Datalink 

Interesting enough, I was running that ping test and my internet did its disconnect thing.

 

I was able to grab a snapshot of the modem stats which look a bit weird to me.

 

The modem is showing Internet Active and Status Uptime hasn't changed as if there was no disconnect.

I am on a conference call for the past 2 hrs and it dropped me for about 2 minutes.

Internet came back and it rejoined the call but here are the modem stats during that time.

 

I see that its missing a number of channels but look at those power levels.

Is this informative in any way to explain any behaviour?

 

Downstream

Channel Bonding Value
Index

19

1

2

3

4

5

6

7

8

10

13

17

21

25

29

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

 
Lock Status

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

609 MHz

633 MHz

657 MHz

681 MHz

705 MHz

825 MHz

                   
SNR

41.4 dB

35.0 dB

40.7 dB

40.5 dB

40.5 dB

40.6 dB

40.5 dB

40.4 dB

40.5 dB

40.9 dB

41.6 dB

40.8 dB

40.4 dB

41.0 dB

40.6 dB

                   
Power Level

-4.7 dBmV

-18.9 dBmV

-3.9 dBmV

-5.4 dBmV

-5.3 dBmV

-8.9 dBmV

-9.3 dBmV

-9.6 dBmV

-9.0 dBmV

-7.4 dBmV

-5.6 dBmV

-8.7 dBmV

-8.4 dBmV

-3.5 dBmV

-5.1 dBmV

                   
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

                   

Upstream

Channel Bonding Value
Index 
Lock Status 
Frequency 
Symbol Rate 
Power Level 
Modulation 
Channel Type 
CM Error Codewords
Index

1

2

3

4

5

6

7

8

9

10

11

12

13

                    
Unerrored Codewords

2798441224

2799357148

2797901728

2797900369

2797937054

2797970597

2797993503

2798034545

2798130646

2798311195

2798392380

2798441224

0

                    
Correctable Codewords

17285

65970

14189

19003

18536

15102

16933

18672

17023

15510

14587

17285

0

                    
Uncorrectable Codewords

19355

168435

16423

21318

20888

16720

19885

22365

20697

17800

15771

19355

0

                    

 

 

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@danewfie you have severe problems with your external cable and/or the connectors.  Note that you didn't have any upstream channels running, and the downstream levels dropped by about 16 dBmV, and, you only have 15 SC-QAM channels running and no OFDM channel running.  

 

So, with underground cabling I'd say that you probably have water ingress into the cable, which shorts out the cable.  Either that, or the connectors at one or both ends of the external cable are in very poor condition.  If the original tech changed the connectors, the only thing left is the cable itself.  Note, there is always the possibility of problems upstream from the local tap.  That is something to keep in mind.  To check that, the tech would have to check other modem signal levels for your immediate neighbours who are also connected to the same local tap.   Very similar signal levels would indicate an issue at the local tap itself or upstream towards the neighbourhood node.  

 

The local tap is a waist high pedestal, usually green in colour, slightly larger than one foot by one foot.  You should be able to see if from your front yard.  

 

I'd keep a print out of your cable signal levels, before and after so that you can show the tech what happens when the cable and/or connectors fail: 

 

1.  limited number of downstream DOCSIS 3.0 SC-QAM channels with power levels ranging from -18.9 to -3.5 dBmV

2.  no downstream DOSCIS 3.1 OFDM channel

3.  no upstream channels running at all

 

That should get the point across that the cable and connectors need replacing.  Note the replacing the cable could be a pain if the pedestal is sitting on your neighbours yard.  My apologies in advance to your neighbour.  

 

Edit:  If that condition still persists, call tech support and ask the Customer Service Rep to run a signal check on the modem.  And, ask the tech to check other modems on that same local tap.  The tech should be able to do that.  Ask the tech to add relevant notes to your file to indicate the level of failure.  The way, the field tech should be able to see the notes.  The bigger question at this point is, is there a larger issue afoot that affects your immediate neighbours or perhaps a larger area.  The tech should be able to make some headway with that.  



Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

Alex4161
I'm a Reliable Contributor

@Datalink 

 

Here are my signal levels

System Uptime:14 days 3h: 2m: 3s

 

Please note that my home is close to the end of the line as the Linex is about 100 homes away from me.  My Tap connects the last 4 homes on one side of the street.  

 

IndexLock StatusFrequencySNRPower LevelModulation
Downstream
Channel Bonding Value
7
1
2
3
4
5
6
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
 
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
591 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 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
350 MHz
275600000
40.4 dB
40.4 dB
37.9 dB
37.8 dB
37.8 dB
40.5 dB
40.5 dB
40.3 dB
40.4 dB
39.8 dB
39.3 dB
39.3 dB
39.2 dB
39.4 dB
39.7 dB
39.9 dB
40.2 dB
40.5 dB
40.5 dB
40.3 dB
40.7 dB
40.4 dB
40.3 dB
40.1 dB
39.8 dB
39.3 dB
39.6 dB
39.7 dB
38.5 dB
38.9 dB
38.7 dB
38.3 dB
39.5 dB
NA
2.5 dBmV
3.7 dBmV
-2.3 dBmV
-2.3 dBmV
-2.3 dBmV
1.6 dBmV
2.2 dBmV
1.8 dBmV
1.1 dBmV
0.3 dBmV
-1.4 dBmV
-1.8 dBmV
-1.8 dBmV
-1.2 dBmV
0.5 dBmV
0.0 dBmV
0.9 dBmV
2.1 dBmV
2.4 dBmV
2.9 dBmV
3.2 dBmV
2.3 dBmV
1.6 dBmV
0.9 dBmV
0.2 dBmV
0.7 dBmV
0.1 dBmV
0.2 dBmV
-1.2 dBmV
0.8 dBmV
-1.0 dBmV
-1.6 dBmV
3.2 dBmV
NA
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

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream
Channel Bonding Value
1
2
3
Locked
Locked
Locked
30 MHz
23 MHz
38 MHz
5120
5120
2560
36.3 dBmV
35.3 dBmV
36.5 dBmV
QAM
QAM
QAM
ATDMA
ATDMA
TDMA_AND_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
2492200014
3909467186
3909467193
3909462874
3909474198
3909475781
3909482236
3909487615
3909490104
3909493451
3909503926
3909510256
3909504350
3909498225
3909513684
3909516020
3909520493
3909531795
3909527140
3909531632
3909545513
3909543147
3909542616
3909535772
3909538644
3909556857
3909552880
3909564246
3909558815
3909560689
3909564389
3909479783
2492200014
3395589876
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
3395589876
51775
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
51775

 

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

danewfie
I Plan to Stick Around

@Datalink Heres my status update:

 

  • This morning connection dropped altogether and wouldn't reconnect. Modem appeared offline to techs.
  • Tech dropped by today, tested the line outside and said nothing wrong wrong.
  • Provided a new modem and that would not connect also. (Green flashing light)
  • Tech went back to the box and redid the connections.
  • Modem connected and Tech claims everything is good.
  • Setup the initial configuration and the modem dropped for a bit, Tech said it was just doing an update and things would be normal after it came back up.
  • Once everything stabilized, I did a speed test and ping test. Speeds are registering as desired. But the ping test failed 100%. (See below)
  • Tech insists nothing is wrong on the lines, but said he would escalate to maintenance for the packet loss. (2-3 days)

Ping statistics for 64.71.255.204:
Packets: Sent = 3600, Received = 2576, Lost = 1024 (28% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 93ms, Average = 16ms

 

My question now is ... how come i'm getting fairly high packet loss, but the modem looks to be rock solid now. (Time will tell if that's true)

Downstream

Channel Bonding Value
Index

7

1

2

3

4

5

6

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

 
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

591 MHz

279 MHz

849 MHz

855 MHz

861 MHz

579 MHz

585 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 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

350 MHz

275600000

SNR

41.8 dB

41.2 dB

41.2 dB

41.2 dB

41.2 dB

41.9 dB

41.8 dB

41.8 dB

41.9 dB

41.9 dB

42.0 dB

41.8 dB

42.1 dB

42.0 dB

42.0 dB

41.9 dB

42.0 dB

41.8 dB

41.9 dB

41.4 dB

41.8 dB

41.8 dB

41.8 dB

41.9 dB

41.8 dB

41.8 dB

41.7 dB

41.2 dB

41.2 dB

41.2 dB

41.0 dB

41.1 dB

41.2 dB

NA

Power Level

8.2 dBmV

4.8 dBmV

10.4 dBmV

10.4 dBmV

10.2 dBmV

8.1 dBmV

8.1 dBmV

8.4 dBmV

8.5 dBmV

8.5 dBmV

8.7 dBmV

8.6 dBmV

9.1 dBmV

9.3 dBmV

9.2 dBmV

9.3 dBmV

9.4 dBmV

9.6 dBmV

9.5 dBmV

9.7 dBmV

9.6 dBmV

9.7 dBmV

9.8 dBmV

10.0 dBmV

10.0 dBmV

10.1 dBmV

10.2 dBmV

9.8 dBmV

10.4 dBmV

10.5 dBmV

10.4 dBmV

10.3 dBmV

6.4 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

40.0 dBmV

40.0 dBmV

41.3 dBmV

41.3 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 

61527936

333209149

333213886

333218033

333223823

333227770

333232517

333238467

333243221

333242972

333247559

333252334

333257489

333262891

333267515

333271408

333277094

333281430

333285742

333290762

333295729

333300332

333304845

333308581

333313575

333318784

333324931

333329437

333333642

333339181

333341955

333344235

61527936

Correctable 

51406134

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

51406134

Uncorrectable 

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

 

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

Taab
I Plan to Stick Around

@RogersGordon Is it possible if you could confirm that the new firmware update won't have the random disconnects as well? Not only do I see reduced speeds but my modem drops connection quite frequently (once every few days). 

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Topic Stats
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