Uncorrectable codewords

[bestjsg1]

HI All,

I have a XB6 (Technicolor) and found that I have all these Uncorectable Codewords, is it normal ? how should I fix this ?  they seem to go away after a power cycle but eventually come back in a few days.

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
513906534	929772529	1006325341	1006701085	1006702946	1006708788	1006714386	1006724688	1006729562	1006736638	1006814724	1006823125	1006826271	1006829944	1006843415	1006847390	1006852263	1006867283	1006866822	1006875364	1006925446	1006936725	1006937117	1006935876	1006955698	1006955151	1006963416	1006976453	1006977952	1006440280	1007029992	1007035228	513906534
1715730561	2511	74748	129	130	308	284	224	197	208	172	209	186	201	235	147	163	141	162	159	158	126	152	147	133	134	145	260	124	100664	150	146	1715730561
19864	1201	293962	532	529	525	540	551	537	538	544	531	515	535	534	551	525	539	544	545	515	541	538	541	545	548	541	544	534	445543	496	513	19864

[-G-]

A few Uncorrectable Codewords errors are okay but the DOCSIS 3.1 channel should have very few, if any.  You have 19864.  You should ask Rogers to investigate this.  You can either call tech support or you can send a Private Message to @CommunityHelps  for assistance.

[Quinnler]

Hi, my Modem's internet connection keeps dropping every few minutes (Orange blinking, ethernet and wifi disconnects). It goes back to solid white with connection about 30-60 seconds later. It's been like this consistently for a week. It looks like I have a high amount of uncorrectable codewords, see below.
Is there any way to fix this, or is my only option to request someone to come look at the lines?

	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 Codewords	186594880	388566719	388511462	388517464	388567262	386112935	377744251	228748457	287368175	329084287	275048837	173371936	315587959	3971390728	3618013704	39141765	53270018	56894548	55875522	72896675	3853244169	3837701261	3759922028	3563377846	3726532840	3905633646	3673985067	31981839	401723018	401789544	401988069	402162339	186594880
Correctable Codewords	112486274	584	32066	22162	19914	1152982	9732960	119419423	5127286	3726920	20267820	82989152	26766788	110945493	174152073	7337472	15520241	13212904	8898831	36085740	113571609	166283106	237720316	244702394	193872857	231686803	330884010	0	345902	230783	165299	55913	112486274
Uncorrectable Codewords	112270	4	2565	166	134	1228631	1118132	17291745	937424	2424436	2226035	8249347	2579703	66341835	82686015	7662173	20762057	19234960	11271068	39346504	9985238	48306341	52253165	126048387	36217119	73894934	150596099	0	133262	188286	93809	22196	112270

[stepy2015]

This is my XB7 after a couple of days 

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	34
1904235945	2677893003	2677860236	2677866914	2677871700	2677922631	2677932865	2677937818	2677946725	2677954392	2677962516	2677968154	2677975518	2677980528	2677990372	2677995885	2678000955	2678014369	2678019140	2678028725	2678036051	2678043169	2678050420	2678023084	2655864461	2678067977	2678078573	2678084545	2633864356	2678066361	2678065004	2678059345	2418294949	1904235945
1100583881	43	21834	23325	23332	0	0	0	0	0	0	0	0	0	0	16	8	13	28	146	215	571	781	10490	8173	2642	2132	2310	15897	18575	19471	20701	2395905364	1100583881
85240	0	18402	18425	18830	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	56	24288	10676	1096	516	780	15222	17272	17856	17810	298	85240

I assume this is normal as I haven't really experienced any dropouts, I never get a stable gigabit though 

[-G-]

@stepy2015  No, this is definitely not normal.  It is totally fine to have a HUGE number of Correctable Codewords errors on a DOCSIS 3.1 channel but the Uncorrectable Codewords stat should be zero (or as close to zero as possible) across all channels.  85240 Uncorrectable Codewords on the D3.1 channel is TOTALLY unacceptable.

[stepy2015]

So how do I get it investigated? because when I get the techs to run tests they say everything is fine, even level 2's

[-G-]

---

@stepy2015 wrote:

So how do I get it investigated? because when I get the techs to run tests they say everything is fine, even level 2's

---

Call into Rogers tech support right now, with the Ignite gateway in its current state.  Do not reboot it (or allow them to reboot it without investigating first) because that will zero out the stats.

When they see those error stats, they should see that your service is clearly not working properly.

[stepy2015]

Its always like this, I just recently rebooted too, its got an uptime of 4 days 

[-G-]

---

@stepy2015 wrote:

Its always like this, I just recently rebooted too, its got an uptime of 4 days 

---

Wow, okay.  That's not good.  You can also try sending a private message to @CommunityHelps  and ask them for a second opinion.

[Datalink]

@bestjsg1 @Quinnler @stepy2015 when you post the codewords, can you also post the signal level table as well.  It would be useful to see where the signal levels are, at the same time that you posted the codeword table. 

[stepy2015]

Downstream
Index	15	1	2	3	4	5	6	7	8	9	10	11	12	13	14	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	34	33	34
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	Locked
Frequency	645 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	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	920 MHz	350000000	920000000
SNR	39.9 dB	40.5 dB	40.3 dB	40.3 dB	40.4 dB	40.1 dB	40.1 dB	40.1 dB	40.2 dB	40.0 dB	40.1 dB	40.1 dB	40.1 dB	40.1 dB	39.8 dB	39.9 dB	40.0 dB	40.0 dB	40.2 dB	39.1 dB	40.3 dB	40.4 dB	40.3 dB	40.3 dB	40.3 dB	40.4 dB	40.5 dB	40.4 dB	40.3 dB	40.4 dB	40.3 dB	40.3 dB	40.1 dB	39.8 dB	39.9 dB
Power Level	-3.8 dBmV	-3.1 dBmV	-2.7 dBmV	-2.8 dBmV	-2.4 dBmV	-4.2 dBmV	-4.1 dBmV	-4.1 dBmV	-4.1 dBmV	-4.1 dBmV	-3.9 dBmV	-3.8 dBmV	-3.8 dBmV	-3.5 dBmV	-3.8 dBmV	-3.8 dBmV	-3.8 dBmV	-3.8 dBmV	-3.7 dBmV	-3.6 dBmV	-3.6 dBmV	-3.7 dBmV	-3.7 dBmV	-3.7 dBmV	-3.7 dBmV	-3.7 dBmV	-3.5 dBmV	-3.5 dBmV	-2.9 dBmV	-2.9 dBmV	-2.8 dBmV	-2.7 dBmV	-1.6 dBmV	-3.6 dBmV	-1.7 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	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	OFDM
Upstream
Index	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	21 MHz	25 MHz	32 MHz	38 MHz	42 MHz
Symbol Rate	2560	5120	5120	5120	0
Power Level	41.0 dBmV	41.5 dBmV	42.0 dBmV	42.8 dBmV	4200000.0 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	TDMA_AND_ATDMA	ATDMA	ATDMA	ATDMA	TDMA
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	34
Unerrored Codewords	2225227764	1238029359	1237995556	1238001501	1238006836	1238057327	1238067781	1238071436	1238081805	1238091621	1238098184	1238104035	1238110744	1238115840	1238126111	1238132822	1238136798	1238151127	1238156353	1238165128	1238170736	1238179056	1238186245	1238158092	1215999132	1238203603	1238212778	1238220480	1193999046	1238201116	1238200255	1238195091	2830465211	2225227764
Correctable Codewords	1283635188	53	22203	23675	23622	0	0	0	0	0	0	0	0	0	0	16	8	13	28	146	215	571	781	10490	8190	2656	2159	2340	16275	18940	19908	21127	2804824677	1283635188
Uncorrectable Codewords	85243	0	18467	18484	18894	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	56	24288	10676	1096	516	782	15307	17352	17917	17874	322	85243