U

Tuesday, July 23rd, 2024 8:25 PM

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?

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

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

9.57E+08

SNR

38.2 dB

42.8 dB

42.7 dB

42.7 dB

42.6 dB

42.4 dB

42.4 dB

42.2 dB

42.0 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

37.6 dB

37.2 dB

36.7 dB

36.9 dB

36.9 dB

36.9 dB

0.0 dB

Power Level

-7.8 dBmV

1.0 dBmV

0.7 dBmV

0.3 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

-8.9 dBmV

-29.3 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

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

                                                       

Expert

 • 

107.1K 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 !

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.

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

6 Messages

4 months ago

And now it is there again.

193

Locked

957000000.00

0.0 dB

-28.8 dBmV

OFDM

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