XB8 Intermittent Disconnects

[wphailtsm2023]

We just had a windstorm in Vancouver and right after we started to see the modem every hour or two drop the Internet connection speed to below 1Mbps and when it restarts the speed returns to normal until it dies again.

Is this CM Error Codewords table suggesting some kind of cable problem in the neighbourhood?

Channel IDUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

29	1	2	3	4	5	6	7	8	9	10	12	13	14	15	16	17	18	19	20	21	22	23	25	26	27	28	30	31	32	33	34
65666937	67940878	68674490	69060928	71952628	72379964	72865332	73003479	73189835	73267551	73384046	73514484	73526611	73587975	73589018	73608503	73624697	73632205	73636831	73642002	73647034	73651894	73658523	73663565	73668250	73673054	73678429	73678493	73681751	73683864	930611	65666937
5690418	5606006	4878929	4498356	1612682	1190368	711085	577793	396849	323940	212567	87542	80680	24106	28127	14218	3024	902	878	511	277	91	91	47	50	31	19	57	42	56	900779	5690418
53147907	2920	1659	810	31	13	1	0	0	1	0	0	0	0	0	7	0	0	0	0	0	0	0	0	0	0	0	0	0	0	6171	53147907

***Edited Labels***

[-G- · Accepted solution]

@wphailtsm2023 You have an insanely high number of uncorrectable codewords errors on your downstream OFDM channels.  That's packet loss.  There are also a large number of correctable and uncorrectable errors on your downstream QAM channels.  There is definitely a problem with your connection.

Rogers needs to investigate.  Only they can tell whether this is just a problem with your connection or a problem that affects your entire area.  I don't know to what extent the @CommunityHelps team can troubleshoot problems in the West so you may need to contact Tech Support by telephone or Chat.

[wphailtsm2023]

Thanks. I booked a service call with a tech to look at the problem.

The strange thing is that it will work perfectly fine (expected download/upload speeds) even with that packet loss for 30-60 minutes but then it will drop below 1Mbps where it becomes unresponsive.

The downstream stats for anyone curious.

Channel IDLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

23

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

25

26

27

28

29

30

31

32

33

34

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

315 MHz

633 MHz

627 MHz

621 MHz

615 MHz

609 MHz

603 MHz

597 MHz

591 MHz

585 MHz

579 MHz

573 MHz

567 MHz

561 MHz

555 MHz

549 MHz

543 MHz

351 MHz

345 MHz

339 MHz

333 MHz

327 MHz

303 MHz

297 MHz

291 MHz

285 MHz

279 MHz

273 MHz

267 MHz

261 MHz

1026000000

812000000

31.3 dB

27.0 dB

27.0 dB

27.1 dB

27.3 dB

27.4 dB

27.6 dB

27.7 dB

28.0 dB

28.0 dB

28.2 dB

28.3 dB

28.3 dB

28.4 dB

28.8 dB

28.9 dB

29.1 dB

30.0 dB

30.3 dB

30.5 dB

30.8 dB

31.1 dB

33.1 dB

32.9 dB

32.9 dB

33.1 dB

33.0 dB

33.0 dB

32.9 dB

32.9 dB

34.6 dB

32.4 dB

0.2 dBmV

0.2 dBmV

0.0 dBmV

0.1 dBmV

0.2 dBmV

0.1 dBmV

0.1 dBmV

0.0 dBmV

0.3 dBmV

0.3 dBmV

0.6 dBmV

0.7 dBmV

0.8 dBmV

0.8 dBmV

1.3 dBmV

1.2 dBmV

1.0 dBmV

0.5 dBmV

0.3 dBmV

0.2 dBmV

0.1 dBmV

0.1 dBmV

0.3 dBmV

0.1 dBmV

0.1 dBmV

0.1 dBmV

0.3 dBmV

0.5 dBmV

0.6 dBmV

0.3 dBmV

3.7 dBmV

3.1 dBmV

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

*Channel ID 23 is the Primary channel

[wphailtsm2023]

Seems like they found the problem outside somewhere in the rain.

Channel IDLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

5

1

2

3

4

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

28

29

30

31

32

33

34

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

609 MHz

633 MHz

627 MHz

621 MHz

615 MHz

603 MHz

597 MHz

591 MHz

585 MHz

579 MHz

573 MHz

567 MHz

561 MHz

555 MHz

549 MHz

543 MHz

351 MHz

345 MHz

339 MHz

333 MHz

327 MHz

321 MHz

315 MHz

309 MHz

303 MHz

285 MHz

279 MHz

273 MHz

267 MHz

261 MHz

1026000000

812000000

42.4 dB

42.6 dB

42.5 dB

42.4 dB

42.6 dB

42.5 dB

42.4 dB

42.9 dB

42.6 dB

42.7 dB

43.0 dB

42.8 dB

42.9 dB

43.1 dB

42.9 dB

43.0 dB

43.6 dB

43.7 dB

42.4 dB

43.4 dB

43.2 dB

43.1 dB

43.2 dB

43.3 dB

43.3 dB

43.1 dB

43.0 dB

42.0 dB

41.3 dB

41.7 dB

43.6 dB

44.1 dB

0.6 dBmV

1.1 dBmV

0.7 dBmV

0.6 dBmV

0.9 dBmV

0.6 dBmV

0.6 dBmV

1.1 dBmV

1.1 dBmV

1.3 dBmV

1.6 dBmV

1.5 dBmV

1.5 dBmV

2.0 dBmV

1.8 dBmV

1.9 dBmV

1.0 dBmV

0.7 dBmV

0.5 dBmV

0.3 dBmV

0.2 dBmV

0.1 dBmV

0.3 dBmV

0.3 dBmV

0.5 dBmV

0.4 dBmV

0.6 dBmV

0.9 dBmV

0.9 dBmV

0.7 dBmV

5.6 dBmV

3.5 dBmV

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

*Channel ID 5 is the Primary channel