Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

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Highlighted
I Plan to Stick Around
Posts: 9

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@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

 

Highlighted
Resident Expert
Resident Expert
Posts: 6,872

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. 



Highlighted
I Plan to Stick Around
Posts: 9

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@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.

 

Highlighted
Resident Expert
Resident Expert
Posts: 6,872

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. 



Highlighted
I Plan to Stick Around
Posts: 9

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@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

                    

 

 

Highlighted
Resident Expert
Resident Expert
Posts: 6,872

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.  



Highlighted
I'm a Reliable Contributor
Posts: 381

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@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

 

Highlighted
I Plan to Stick Around
Posts: 9

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@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

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Correctable 

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51406134

Uncorrectable 

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Highlighted
I Plan to Stick Around
Posts: 16

Re: Technicolor XB6 Gigabit Ignite Internet Random Speed and Disconnects

@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).