Does anyone have a high error rate on only 3 downstream channels?

@JackBauer

If those results are accurate that could indicate a problem with the connection quality. I'd start with the basics first, are you experiencing any connection problems?

@ChrisL

I will randomly notice a decrease in speed and then an increase, but I don't usually see a complete dropout. 

@JackBauer

The 6190 has it's share of challenges right now but the firmware I just sent tries to address some of those. Let us know if you see any improvements.

@ChrisL

Thanks, I see I'm on newer firmware. I'll monitor and let you know. FWIW the error rates are still high on the same 3 channels, already over 1,000,000 since it rebooted with the newer firmware 3 hours ago.

You mention the SB6190 has a host of issues. Do you have a recommendation for better, stand-alone modems?

@JackBauer

The 6190 is a decent modem although many users have reported that latency dependent applications may experience problems. Many of those customers have reported getting better results with a SB6183 or Netgear CM500/CM600 modems.

@ChrisL

Any feedback on the CM700? Newer model, capable of more bonded downstream channels, and currently less expensive on Amazon.

@JackBauer

Internally it's the same modem as the 6190 and therefore performs identically.

@ChrisL 

Any feedback on the Netgear CM1000? I'd rather get a more capable router than go backwards.

@ChrisL

After doing some research, I see that the CM1000 has a Broadcom chip, not the Puma chip, which may be the root of the problem. It will be here tomorrow and I will call and get it setup.

However, in the past few days, I've been getting more and more complete drop-outs that last :30-2min and speeds that vary from under 500 kb/s down/0 up to well over the speeds for ultimate. Do you think these issues are also related to the 6190, or is something else going on in since the severity and regularity of the issues are increasing?

@ChrisL @TiffanyR

So I've gone thru 2 modems as recommended by Cox and had two technicians out to the house to diagnose the issue with the high uncorrectable errors on only 3 channels and no one at Cox Home life, Tier 2 Tech Support, you on here, or the two technicians conducting a site visit could figure it out. I took it upon myself to do some more investigating and the reasoning behind the high errors on only 3 channels is so obvious I don't know how I personally missed it -- and it's something you across the entire organization should be aware of.

The 3 channels I was getting millions of uncorrectable errors on each were channels 81, 82, and 83, which are frequencies centered at 777 mHz, 783 mHz, and 789 mHz. Well guess what frequencies Verizon LTE devices use to send data from the device to the tower? 777-787 mHz. I put my iPad and iPhone into airplane mode, rebooted the modem, and had zero errors for an hour. I turned them on and within minutes, I had 10's of thousands of errors on those 3 channels.

You need to be aware that this is an issue, and I'm shocked that cable modems and/or the coax aren't properly shielded to protect against those errors. But in any event, I'm just surprised that despite two onsite visits, multiple calls to Homelife tech support (higher tier/capabilities than regular tech), a ticket to Tier 2 tech support, and multiple posts on here about it couldn't fix it. Rather, I had to buy another personal device and be present at home for two tech visits to troubleshoot an error you all should be aware of.

You should know the operating frequencies of personal devices that overlap with the operating frequencies of your RF plant and when someone reports high errors on specific channels, you can cross-reference to determine the interference. Take a look here for some help:

814-849 mHz

699-716 mHz

777-787 mHz

788-798 mHz

Sorry if this seems a little harsh, but I just can't believe how simple the issue is and how easily this could have been solved without having had to buy a new cable modem and have two technicians visit and spend time working with customer service. I can't be the first customer to have reported this issue and diagnosed the problem.

The coax cox uses (commscope tri-shield) has enough shielding to withstand LTE interference. Most of the time LTE interference gets in via loose connectors and store quality splitters, which is why one of the things tier 1 support asks when you first call in is if all the connectors are tight. Splitters have a RFI value on them, and you want one with at least 110 dB. As far as LTE leaking into the modem, yes it is possible. But this is on the modem manufacturer to fix, not on Cox. The newer modems, specifically those with the 3.1 spec, have a slightly better shielding in their enclosures. What you experienced was a one off. Most of the time, having a tech visit over and changing out connectors and bad cabling fixes any ingress into the system and clears errors. You must have a tower very close by if it was still penetrating your lines.