Periodic Short Loss of Internet and Frequent Modem Reboots

For the last couple of months, in SW Chicago suburbs, I have experienced periodic internet disconnects and frequent gateway reboots. It has been getting worse lately, most often occurring mid to late morning but also throughout the day. I stream TV with YouTube TV so it gets annoying. It can last from seconds to minutes. Modem stats don't look terrible, but it does appear there is some noise on the line. I'm internet only so the cable comes in directly to gateway from the box in a short run.

It got so bad yesterday that I called support and had a very unsatisfying conversation trying to get a tech to come out without a $100 charge. I have an SVG2482AC gateway but went to the store yesterday and picked up a new XFi gateway to verify it was not a modem issue. Outages continued last night and this morning with the new gateway although it does seem to react better and get back online sooner. Logs provide no helpful information. Gateway stats follow-

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:4096 MB

Download Version:Prod_22.2_d31 & Prod_22.2

Downstream	Channel Bonding Value
Channel ID	5	2	3	4	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	36	37	31
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	507 MHz	483 MHz	489 MHz	495 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 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	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	722000000
SNR	39.4 dB	39.1 dB	39.3 dB	39.0 dB	39.1 dB	39.0 dB	39.6 dB	39.7 dB	39.6 dB	40.1 dB	40.3 dB	40.3 dB	40.4 dB	40.7 dB	40.6 dB	40.0 dB	39.7 dB	39.7 dB	39.3 dB	39.5 dB	40.1 dB	40.6 dB	39.4 dB	38.5 dB	28.1 dB	32.6 dB	0.0 dB	41.1 dB	40.9 dB	40.3 dB	40.0 dB	39.7 dB
Power Level	-3.6 dBmV	-4.0 dBmV	-3.6 dBmV	-4.4 dBmV	-4.4 dBmV	-4.7 dBmV	-3.4 dBmV	-3.0 dBmV	-3.3 dBmV	-2.3 dBmV	-1.2 dBmV	-1.2 dBmV	0.6 dBmV	0.2 dBmV	0.7 dBmV	-2.0 dBmV	-2.6 dBmV	-2.7 dBmV	-3.6 dBmV	-3.4 dBmV	-1.9 dBmV	0.7 dBmV	0.5 dBmV	0.8 dBmV	1.8 dBmV	1.5 dBmV	1.2 dBmV	1.1 dBmV	0.2 dBmV	-1.5 dBmV	-2.3 dBmV	0.5 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	OFDM

*Channel ID 5 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	39 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	47.8 dBmV	47.0 dBmV	47.0 dBmV	46.8 dBmV	45.3 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

Responses

Accepted Solution

wjdhsyhjsz

Contributor

•

128 Messages

2 years ago

Final update unless the signal degrades again. After a spontaneous modem reboot overnight, DS channels have returned to normal; 2 (483 MHz) - 37 (669 MHz). Formerly noisy channels (25 - 28) are back and locked within normal range, so system noise has disappeared. No additional contact from support or service on the pole that I know of, but they likely wouldn't let me know anyway.

Internet is stable and fast.

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:4096 MB

Download Version:Prod_22.2_d31 & Prod_22.2

Downstream	Channel Bonding Value
Channel ID	5	2	3	4	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	36	37	31
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	507 MHz	483 MHz	489 MHz	495 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 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	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	722000000
SNR	39.8 dB	39.6 dB	39.6 dB	39.5 dB	39.5 dB	39.4 dB	40.0 dB	40.2 dB	40.1 dB	40.1 dB	40.8 dB	40.6 dB	40.8 dB	41.2 dB	40.9 dB	40.4 dB	40.1 dB	40.0 dB	39.6 dB	39.5 dB	40.1 dB	40.6 dB	38.9 dB	41.2 dB	41.1 dB	40.7 dB	40.3 dB	41.5 dB	41.4 dB	40.8 dB	40.4 dB	41.0 dB
Power Level	-3.3 dBmV	-3.4 dBmV	-3.4 dBmV	-3.9 dBmV	-4.0 dBmV	-4.3 dBmV	-3.0 dBmV	-2.4 dBmV	-2.8 dBmV	-2.2 dBmV	0.8 dBmV	-1.1 dBmV	0.2 dBmV	0.7 dBmV	0.3 dBmV	-1.8 dBmV	-2.5 dBmV	-2.2 dBmV	-3.1 dBmV	-3.4 dBmV	-2.2 dBmV	-1.1 dBmV	0.1 dBmV	1.4 dBmV	1.9 dBmV	1.6 dBmV	0.7 dBmV	1.5 dBmV	0.8 dBmV	0.6 dBmV	-1.8 dBmV	1.3 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	OFDM

*Channel ID 5 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	39 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	46.3 dBmV	45.8 dBmV	45.5 dBmV	45.3 dBmV	43.5 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	5	2	3	4	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	36	37
Unerrored Codewords	1044191859	1044067274	1044072201	1044078004	1044082570	1044088054	1044093049	1044098371	1044103665	1044107867	1044114194	1044119186	1044124717	1044130878	1044136846	1044141825	1044152140	1044156429	1044158784	1044164272	1044169218	1044174088	1044180104	1044185858	1044191151	1044195319	1044201423	1044201999	1044204643	90596163	1044187988	1044191859
Correctable Codewords	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	88006722	0	0
Uncorrectable Codewords	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	1	0	0

1

XfinityMarcos

Official Employee

•

2.3K Messages

2 years ago

@wjdhsyhjsz, thank you for the detailed post and the logs, that really helps to make sure we understand what you're experiencing. With everyone so connected these days, intermittent drops like these are super annoying to deal with and hit a lot harder, so I'd be reaching out to get this fixed if I was in your shoes too. I see we're already working in a direct message, so we'll continue there. Please keep in mind that sending an unsolicited direct message does go against our Forum Guidelines, as we like to help as much as possible publicly. My team will help you all the same, but in the future please hold off on those DM's until being requested by an official employee.

0

wjdhsyhjsz

Contributor

•

128 Messages

2 years ago

Adding Modem stats from this morning after Xfinity tried tweaking modem. Channels 27 & 28 clearly have noise issues. Note the uncorrected codewords and low SNR compared to other channels. The XB7 gateway does bounce back quicker than my old gateway but the problem appears to be squarely in the Xfinity network given the short cable run straight to the gateway.

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:4096 MB

Download Version:Prod_22.2_d31 & Prod_22.2

Downstream	Channel Bonding Value
Channel ID	5	2	3	4	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	36	37	31
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	507 MHz	483 MHz	489 MHz	495 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 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	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	722000000
SNR	39.4 dB	39.1 dB	39.2 dB	38.8 dB	39.1 dB	39.0 dB	39.6 dB	39.7 dB	39.5 dB	40.0 dB	40.5 dB	40.4 dB	40.5 dB	40.7 dB	40.6 dB	40.0 dB	39.9 dB	39.8 dB	39.5 dB	39.6 dB	40.2 dB	40.7 dB	40.6 dB	40.5 dB	39.5 dB	39.3 dB	33.9 dB	41.3 dB	40.9 dB	40.6 dB	40.4 dB	40.9 dB
Power Level	-4.6 dBmV	-5.2 dBmV	-4.8 dBmV	-5.6 dBmV	-5.4 dBmV	-5.7 dBmV	-4.3 dBmV	-4.0 dBmV	-4.4 dBmV	-3.3 dBmV	-2.1 dBmV	-2.3 dBmV	-1.7 dBmV	-1.2 dBmV	-1.5 dBmV	-2.7 dBmV	-3.1 dBmV	-3.1 dBmV	-3.9 dBmV	-3.9 dBmV	-2.5 dBmV	-1.3 dBmV	-1.3 dBmV	0.1 dBmV	0.9 dBmV	0.6 dBmV	0.3 dBmV	0.2 dBmV	0.8 dBmV	-1.6 dBmV	-2.1 dBmV	0.5 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	OFDM

*Channel ID 5 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	39 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	54.0 dBmV	53.5 dBmV	53.5 dBmV	53.5 dBmV	51.3 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	5	2	3	4	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	36	37
Unerrored Codewords	2206229403	2206086542	2206091840	2206097901	2206101463	2206107665	2206113461	2206117962	2206123433	2206131158	2206135369	2206143286	2206148678	2206155044	2206159730	2206166339	2206178229	2206183251	2206188932	2206192227	2206198612	2206202568	2206208156	2204766109	2175888738	1846211848	1959725277	2206232976	2206237481	273955585	2206223468	2206229403
Correctable Codewords	630	388	481	501	503	508	384	489	470	442	521	396	446	452	461	413	429	474	497	496	574	439	877	1416448	2968287	38634231	40529977	487	624	271092454	631	630
Uncorrectable Codewords	1955	803	613	662	866	883	921	1009	1070	1076	1044	1231	1233	1266	1412	1243	1481	1338	1408	1506	1485	1543	1892	33726	361981	52201222	70899439	1699	1755	669	1773	1955

0

EG

Expert

•

110.1K Messages

2 years ago

FWIW. The upstream power levels are now out of spec. Clearly, something intermittent is going on somewhere. You need to get the techs re-involved until things get found and fixed correctly.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.

Good luck !

(edited)

0

wjdhsyhjsz

Contributor

•

128 Messages

2 years ago

Circling back to provide an update. I have not heard anything from Xfinity but after running a troubleshooting session from the Xfinity app, I noticed a whole block of channels centered around the channels with low SNR have disappeared. For my 400 MBs plan that is more than enough bandwidth to deliver the rated plan speed and performance. I've had no drops since the channels were excluded so I haven't reset the modem. I guess I have a question as to whether this is a normal means for Xfinity to resolve noise issues on their line? I doubt I could get Gig speeds if I were to upgrade.

Adding- I'm now paying $15/month for a leased XB7 and am wondering if I switched back to my old gateway if channel exclusion provisioning could be done on the SVG2482AC or if it is only available on the rental?

In any case modem stats follow-

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:4096 MB

Download Version:Prod_22.2_d31 & Prod_22.2

Downstream	Channel Bonding Value
Channel ID	38	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	32	33	34	35	39	40	41	42	43	44	45	31
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	429 MHz	477 MHz	483 MHz	489 MHz	495 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	453 MHz	459 MHz	465 MHz	471 MHz	435 MHz	441 MHz	447 MHz	405 MHz	411 MHz	417 MHz	423 MHz	722000000
SNR	38.3 dB	39.4 dB	39.4 dB	39.6 dB	39.3 dB	39.7 dB	39.3 dB	39.2 dB	39.7 dB	40.1 dB	39.9 dB	40.3 dB	40.7 dB	40.6 dB	40.6 dB	40.9 dB	40.5 dB	40.0 dB	39.8 dB	39.9 dB	39.1 dB	39.4 dB	39.9 dB	39.7 dB	37.9 dB	38.5 dB	39.1 dB	38.6 dB	38.3 dB	38.0 dB	38.6 dB	40.6 dB
Power Level	-7.6 dBmV	-4.8 dBmV	-4.8 dBmV	-4.7 dBmV	-5.0 dBmV	-4.6 dBmV	-5.2 dBmV	-5.5 dBmV	-4.0 dBmV	-3.3 dBmV	-3.7 dBmV	-2.9 dBmV	-1.6 dBmV	-1.9 dBmV	-1.5 dBmV	-1.0 dBmV	-2.2 dBmV	-3.3 dBmV	-3.6 dBmV	-3.1 dBmV	-5.5 dBmV	-4.8 dBmV	-3.6 dBmV	-4.1 dBmV	-8.1 dBmV	-7.1 dBmV	-5.7 dBmV	-6.3 dBmV	-7.1 dBmV	-7.8 dBmV	-6.9 dBmV	0.6 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	OFDM

*Channel ID 38 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	39 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	47.5 dBmV	47.0 dBmV	47.0 dBmV	46.8 dBmV	45.0 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	38	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	31	32	33	34	35	39	40	41	42	43	44	45
Unerrored Codewords	1564263157	1611481037	1611471724	1611534821	1611565189	1611598167	1611615676	1611647641	1611675206	1611701324	1611722713	1611755501	1611781735	1611799680	1611831844	1611849397	1564123611	1564143500	1429390321	1564149132	2579113893	1564235425	1481490513	1273274426	308916514	509854242	3349048841	2122267135	1564335411	1564357240	1564237754	1564263157
Correctable Codewords	11056	18346	18760	17631	16887	15837	15256	14259	13721	13931	14109	13451	13197	12577	13046	13370	13584	11957	12176	12258	2517628927	11136	11697	106813336	440158479	379378954	570024448	829684183	11117	10856	11330	11056
Uncorrectable Codewords	25061	58988	60570	56185	53127	45062	45220	42392	39606	39564	41286	36197	38660	36435	34687	36070	35338	30450	29806	30565	31650	27686	26548	26767698	491802138	429476327	924719623	1327231386	27078	25659	24953	25061

(edited)

0

EG

Expert

•

110.1K Messages

2 years ago

Channels don't get excluded or included deliberately due to provisioning. That's not how it works. All available channels are bonded if there are no line / noise impairment problems. If there are problems, channels can get dropped / changed on the fly. There is a signal problem here. There is a 7 dB difference in the power levels of downstream channels 15 and channel 39. There should only be around a 2-3 dB difference. And many of the channels are too low / weak, or out of spec altogether. There's a lot of uncorrected bit errors. You really need to get the techs re-involved until things get fixed properly.

I'll repeat these comments. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.

Good luck !

(edited)

0

wjdhsyhjsz

Contributor

•

128 Messages

2 years ago

Tech scheduled for tomorrow. The following modem stats document continued noise issue in mid to upper 20s channels.

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:4096 MB

Download Version:Prod_22.2_d31 & Prod_22.2

Downstream	Channel Bonding Value
Channel ID	5	2	3	4	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	36	37	31
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	Not locked	Locked	Locked	Locked	Locked	Locked
Frequency	507 MHz	483 MHz	489 MHz	495 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 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	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	722000000
SNR	39.2 dB	39.1 dB	39.1 dB	38.8 dB	39.1 dB	38.9 dB	39.5 dB	40.0 dB	39.7 dB	39.9 dB	40.5 dB	40.2 dB	40.3 dB	40.4 dB	40.3 dB	39.7 dB	39.5 dB	39.6 dB	39.1 dB	39.4 dB	40.0 dB	40.4 dB	39.7 dB	40.1 dB	38.5 dB	27.4 dB	0.0 dB	40.6 dB	40.7 dB	40.1 dB	39.8 dB	39.2 dB
Power Level	-6.5 dBmV	-6.5 dBmV	-6.6 dBmV	-7.0 dBmV	-7.1 dBmV	-7.2 dBmV	-5.7 dBmV	-5.1 dBmV	-5.4 dBmV	-4.8 dBmV	-3.6 dBmV	-4.0 dBmV	-3.5 dBmV	-2.9 dBmV	-4.1 dBmV	-5.4 dBmV	-5.7 dBmV	-5.1 dBmV	-5.7 dBmV	-5.8 dBmV	-4.4 dBmV	-3.6 dBmV	-2.7 dBmV	-1.5 dBmV	-1.1 dBmV	-1.6 dBmV	-2.6 dBmV	-2.1 dBmV	-2.9 dBmV	-4.2 dBmV	-5.1 dBmV	-2.3 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	Unknown	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

*Channel ID 5 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	39 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	48.8 dBmV	48.3 dBmV	48.3 dBmV	48.0 dBmV	47.0 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	5	2	3	4	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	36	37
Unerrored Codewords	82507454	82312294	82320967	82332032	82340257	82353360	82363014	82373196	82382772	82392151	82400937	82410736	82419848	82428478	82437269	82446827	82457325	82464860	82469006	82476016	82486198	82496123	56550741	69914972	66233996	68458601	2788511	82537241	82538962	11816885	82498736	82507454
Correctable Codewords	571	1299	1236	1318	1246	1025	1087	919	866	834	831	817	826	730	730	694	685	731	803	694	626	566	471841	4125799	2754530	3448602	1435916	589	444	11789695	515	571
Uncorrectable Codewords	1258	3725	3735	3313	3166	2776	2764	2772	2447	2521	2690	2313	2527	2440	2272	2374	2270	2001	1770	2161	1715	1716	328106	3842047	3944727	6666211	3371483	1518	1482	1155	1513	1258

0

EG

Expert

•

110.1K Messages

2 years ago

Good luck with it ! Please post back here about how things turn out afterward.

0

wjdhsyhjsz

Contributor

•

128 Messages

2 years ago

Tech was great. Found 2 channels with terrible SNR, too low downstream power and too high upstream power. Checked the tap on the pole and found the same problems. He reconnected everything and was in process of filing report to get systems crew out when health check showed problems disappeared. Still have good signals this morning. Weird, but glad to confirm it's a ghost in the system and not on my premises.

Modem stats from this morning. Note the uncorrectable codewords in channels 24-28 were from prior to the magical restoration of good signals. So, I think systems is still coming out to do more testing but not sure what they can do until the signal acts up again.

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:4096 MB

Download Version:Prod_22.2_d31 & Prod_22.2

Downstream	Channel Bonding Value
Channel ID	5	2	3	4	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	36	37	31
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	507 MHz	483 MHz	489 MHz	495 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 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	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	722000000
SNR	39.8 dB	39.7 dB	39.9 dB	39.4 dB	39.7 dB	39.6 dB	40.1 dB	40.3 dB	40.3 dB	40.5 dB	40.8 dB	40.7 dB	40.8 dB	41.0 dB	41.0 dB	40.6 dB	40.2 dB	40.3 dB	39.6 dB	39.7 dB	40.4 dB	40.6 dB	40.8 dB	41.3 dB	41.7 dB	41.6 dB	40.8 dB	41.5 dB	41.3 dB	40.8 dB	40.4 dB	41.0 dB
Power Level	-3.2 dBmV	-3.4 dBmV	-3.5 dBmV	-3.9 dBmV	-3.9 dBmV	-4.2 dBmV	-2.7 dBmV	-2.1 dBmV	-2.5 dBmV	-2.0 dBmV	0.7 dBmV	-1.1 dBmV	0.3 dBmV	0.6 dBmV	0.2 dBmV	-1.4 dBmV	-2.0 dBmV	-1.8 dBmV	-2.8 dBmV	-3.2 dBmV	-2.0 dBmV	0.9 dBmV	0.2 dBmV	1.6 dBmV	2.3 dBmV	2.0 dBmV	0.9 dBmV	1.6 dBmV	0.8 dBmV	0.6 dBmV	-1.7 dBmV	1.4 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	OFDM

*Channel ID 5 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	39 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	46.0 dBmV	45.5 dBmV	45.5 dBmV	45.3 dBmV	43.5 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	5	2	3	4	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	36	37
Unerrored Codewords	2983251565	2974643098	2974653127	2974665415	2974680830	2974698154	2974710624	2974722990	2974734110	2974748667	2983167068	2983177678	2983186270	2983201220	2983208671	2983219593	2983260830	2983273011	2983273912	2983281885	2983294895	2983307213	2888621373	2522871160	2848758337	2766798451	1953676540	2983346493	2983344327	998557071	2983244304	2983251565
Correctable Codewords	1430	2637	2586	2739	2466	2160	2207	1948	1859	1795	2052	1930	2050	1747	1735	1922	1868	1630	1802	1646	1453	1443	34492799	99855488	59293907	75450741	335192808	1858	1168	980117324	1337	1430
Uncorrectable Codewords	2845	6269	6100	5497	5022	4391	4372	4237	3605	3676	5179	4553	4857	4587	4425	4280	4239	3822	3527	3850	3320	3367	24387395	140076693	67332801	109716886	395871180	3160	3102	3664	3130	2845

0

wjdhsyhjsz

Contributor

•

128 Messages

2 years ago

Update- Service is stable but I can't tell if they fixed the underlying issue of noise on the service line. They may have just blocked the noisy channels from being accessed.

The noise was worst on frequencies 627 & 645 MHz. No channels above 591 MHz are available. Channels are restricted to 405 - 591 MHz. Periodic modem reboots to check locked channels show the noisy channels are not available. But it has been working without drops and power levels are stable and in normal ranges.

0

EG

Expert

•

110.1K Messages

2 years ago

Thanks for posting that update. FWIW. There is a function in the system that can automatically unlock a noisy set of channels and push a different profile of DS channels to the modem. Hope things hold up for you ! Again, good luck with it !

0

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