Internet going down randomly, Uncorrectable codewords errors

Hi,

For the past few weeks we've been having issues with the internet going out. Only solution is to reboot the router and it will work again for a few hours to a day. I've tried chatting with support and they've been no help. They said a ticket was created but I've never heard a follow up. Can you please help?

Responses

U

user_xd3tv2

6 Messages

4 months ago

Here's the signal levels right after a reboot.

Downstream

Channel Bonding Value

Channel ID

20

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

21

22

23

24

25

26

27

28

29

30

31

32

193

Lock Status

Locked

Frequency

543 MHz

429 MHz

435 MHz

441 MHz

447 MHz

453 MHz

459 MHz

465 MHz

471 MHz

477 MHz

483 MHz

489 MHz

495 MHz

501 MHz

507 MHz

513 MHz

519 MHz

525 MHz

531 MHz

537 MHz

549 MHz

555 MHz

561 MHz

567 MHz

573 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

9.57E+08

SNR

38.2 dB

42.8 dB

42.7 dB

42.6 dB

42.4 dB

42.2 dB

42.0 dB

41.6 dB

41.4 dB

41.1 dB

40.7 dB

40.4 dB

40.1 dB

39.8 dB

39.6 dB

39.0 dB

38.8 dB

38.0 dB

37.8 dB

38.1 dB

37.7 dB

37.4 dB

37.6 dB

37.2 dB

36.7 dB

36.9 dB

0.0 dB

Power Level

-7.8 dBmV

1.0 dBmV

0.7 dBmV

0.3 dBmV

0.1 dBmV

0.4 dBmV

0.6 dBmV

-1.0 dBmV

-1.5 dBmV

-2.0 dBmV

-2.6 dBmV

-3.2 dBmV

-4.1 dBmV

-4.6 dBmV

-5.0 dBmV

-5.4 dBmV

-6.0 dBmV

-6.7 dBmV

-7.0 dBmV

-8.0 dBmV

-8.2 dBmV

-7.7 dBmV

-7.9 dBmV

-8.2 dBmV

-8.1 dBmV

-8.2 dBmV

-8.6 dBmV

-9.1 dBmV

-8.8 dBmV

-8.9 dBmV

-29.3 dBmV

Modulation

256 QAM

OFDM

*Channel ID 20 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	41
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	43.8 dBmV	43.5 dBmV	43.0 dBmV	42.5 dBmV	36.7 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	TDMA

CM Error Codewords
Channel ID	20	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	193
Unerrored Codewords	6203255	20562808	20568146	20573345	20578022	20582961	20587149	20592881	20597517	20601227	20606034	20610698	20615260	20620264	20624339	20628999	20633763	20638020	20643232	20647750	20652429	20657045	20661710	20666541	20670995	20675440	20680132	20684700	20689375	20694319	20691764	20693602	6203255
Correctable Codewords	304629	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	304629
Uncorrectable Codewords	5898626	0	0	0	0

0

EG

Expert

•

107K Messages

4 months ago

The downstream power is too low and it may be intermittently fluctuating even lower to out-of-spec levels. It's far out of spec on the OFDM channel #193 !!! There is a condition known as cable tilt on the line. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

Good luck with it !

2

0

U

user_xd3tv2

6 Messages

Thanks for the response. We had a tech out a few months ago and he replaced the cable from the outside and the inside cable. There is just one splitter being used. I do have an amplifier I could try.

Like

Reply

4 months ago

0

U

user_xd3tv2

6 Messages

Here's the current numbers. I don't even see a channel 193 now for some reason.

Downstream	Channel Bonding Value
Channel ID	20	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32
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
Frequency	543 MHz	429 MHz	435 MHz	441 MHz	447 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	501 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz
SNR	38.3 dB	43.1 dB	43.0 dB	42.9 dB	42.9 dB	42.7 dB	42.6 dB	42.5 dB	42.3 dB	42.1 dB	41.9 dB	41.6 dB	41.3 dB	40.8 dB	40.5 dB	40.2 dB	40.0 dB	39.6 dB	39.0 dB	38.8 dB	38.2 dB	38.1 dB	38.4 dB	37.8 dB	37.7 dB	38.0 dB	37.9 dB	37.5 dB	37.1 dB	37.2 dB	37.1 dB	37.1 dB
Power Level	-7.7 dBmV	1.2 dBmV	0.8 dBmV	0.4 dBmV	0.4 dBmV	0.1 dBmV	0.3 dBmV	0.6 dBmV	-1.1 dBmV	-1.5 dBmV	-2.2 dBmV	-2.6 dBmV	-3.3 dBmV	-4.1 dBmV	-4.6 dBmV	-5.1 dBmV	-5.5 dBmV	-6.1 dBmV	-6.7 dBmV	-7.0 dBmV	-7.9 dBmV	-7.9 dBmV	-7.5 dBmV	-7.7 dBmV	-8.0 dBmV	-7.9 dBmV	-8.0 dBmV	-8.3 dBmV	-8.8 dBmV	-8.6 dBmV	-8.7 dBmV	-8.7 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

*Channel ID 20 is the Primary channel

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Reply

4 months ago

0

U

user_xd3tv2

6 Messages

4 months ago

And now it is there again.

193

Locked

957000000.00

0.0 dB

-28.8 dBmV

OFDM

0

Your Home Network

user_xd3tv2

Internet going down randomly, Uncorrectable codewords errors

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