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Nedrick's avatar
Nedrick
New Contributor
7 years ago

High Uncorrectable Errors

Hi All,

Ive been having really crappy internet for the last few weeks and a check of my modem status page shows the following uncorrectable errors on channels 13, 14 and 15.

Cox say they dont see these on their side. Please bear in mind this is in two hours of usage from a reboot.

Any recommendations?

Standard Specification Compliant ARRIS DOCSIS 3.0 Cable Modem / Retail
Hardware Version 3
Software Version 9.1.103AA36

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 3 795.00 MHz 4.10 dBmV 38.98 dB 1 0
2 Locked 256QAM 1 783.00 MHz 4.70 dBmV 38.98 dB 0 0
3 Locked 256QAM 2 789.00 MHz 4.70 dBmV 38.98 dB 0 0
4 Locked 256QAM 4 801.00 MHz 4.20 dBmV 38.98 dB 4 0
5 Locked 256QAM 9 831.00 MHz 4.60 dBmV 38.98 dB 0 0
6 Locked 256QAM 10 837.00 MHz 4.30 dBmV 38.61 dB 0 0
7 Locked 256QAM 11 843.00 MHz 4.40 dBmV 38.98 dB 1 0
8 Locked 256QAM 12 849.00 MHz 4.20 dBmV 38.61 dB 1 0
9 Locked 256QAM 17 879.00 MHz 3.60 dBmV 38.98 dB 6 0
10 Locked 256QAM 18 885.00 MHz 3.80 dBmV 38.61 dB 3 0
11 Locked 256QAM 19 891.00 MHz 3.90 dBmV 38.61 dB 19 0
12 Locked 256QAM 20 897.00 MHz 4.00 dBmV 38.61 dB 20 0
13 Locked 256QAM 21 903.00 MHz 3.80 dBmV 38.61 dB 63278 558593
14 Locked 256QAM 22 909.00 MHz 3.90 dBmV 38.61 dB 109054 1166810
15 Locked 256QAM 25 927.00 MHz 4.10 dBmV 38.61 dB 81462 719967
16 Locked 256QAM 26 933.00 MHz 3.90 dBmV 38.61 dB 11 0
17 Locked 256QAM 27 939.00 MHz 4.20 dBmV 38.98 dB 14 0
18 Locked 256QAM 28 945.00 MHz 3.70 dBmV 38.98 dB 0 0
19 Locked 256QAM 29 951.00 MHz 3.60 dBmV 38.61 dB 0 0
20 Locked 256QAM 30 957.00 MHz 3.60 dBmV 38.61 dB 0 0
21 Locked 256QAM 33 357.00 MHz 6.20 dBmV 40.37 dB 0 0
22 Locked 256QAM 34 363.00 MHz 6.20 dBmV 40.95 dB 7 0
23 Locked 256QAM 35 369.00 MHz 6.40 dBmV 40.37 dB 0 0
24 Locked 256QAM 36 375.00 MHz 6.30 dBmV 40.37 dB 3 0
25 Locked 256QAM 37 381.00 MHz 6.40 dBmV 39.90 dB 0 0
26 Locked 256QAM 38 387.00 MHz 6.30 dBmV 39.90 dB 0 0
27 Locked 256QAM 41 405.00 MHz 6.40 dBmV 39.90 dB 0 0
28 Locked 256QAM 42 411.00 MHz 6.60 dBmV 39.90 dB 0 0
29 Locked 256QAM 43 417.00 MHz 6.40 dBmV 39.90 dB 0 0
30 Locked 256QAM 44 423.00 MHz 6.50 dBmV 39.90 dB 0 0
31 Locked 256QAM 45 429.00 MHz 6.20 dBmV 40.40 dB 0 0
32 Locked 256QAM 46 435.00 MHz 6.30 dBmV 39.90 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 kSym/s 23.50 MHz 40.25 dBmV
2 Locked ATDMA 4 5120 kSym/s 36.30 MHz 42.25 dBmV
3 Locked ATDMA 3 5120 kSym/s 29.90 MHz 40.25 dBmV
4 Locked ATDMA 1 5120 kSym/s 16.90 MHz 40.25 dBmV
disconnects
slow internet
uncorrectable
uncorrectables
  • Becky's avatar
    Becky
    Moderator
    7 years ago
    Hi Nedrick, can you elaborate on what you mean by "crappy" internet? Are you experiencing intermittent connectivity, slow upload speeds, slow download speeds, or all of the above? Are multiple devices experiencing the issue, or just one? Are you able to connect one device directly to the modem to see if the connectivity issues continue? -Becky, Cox Support Forums Moderator
    • Nedrick's avatar
      Nedrick
      New Contributor
      7 years ago

      Hi Becky,

      All devices receive sudden disconnects, pages wont load etc. wait 1 minute, refresh and it loads up. Seeing high packet loss as well as interruption in streaming services.
      Have tested things like DNS etc. pointing to a hardware fault either with the modem or with the line, my guess is the line.

  • Bruce's avatar
    Bruce
    Honored Contributor III
    7 years ago

    Your SNR looks good and consistent at 39 dB.  Did you introduce or reposition a wireless device in your household within the past few weeks?

  • Morgan1982's avatar
    Morgan1982
    Contributor II
    7 years ago

    I was having that issue, I had a tech come out to take a look. The service tech put in new coax from modem to wall and also replaced outside wiring that was old and needed to be replaced.I see zero uncorrectables now. 

    • Nedrick's avatar
      Nedrick
      New Contributor
      7 years ago

      Thanks Morgan, that's what I expect, I can see a rats nest of cabling at the distribution box. Wondering if there is an exposed or corroded termination point along the run.


      With you saying this I have got Cox sending a tech truck tomorrow AM, so will keep everyone updated.

  • Nedrick's avatar
    Nedrick
    New Contributor
    7 years ago

    Just had them reset my modem... immediately 25k uncorrectable errors:

    Startup Procedure
    Procedure Status Comment
    Acquire Downstream Channel Locked
    Connectivity State OK Operational
    Boot State OK Operational
    Configuration File OK
    Security Enabled BPI+
    DOCSIS Network Access Enabled Allowed

    Downstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
    1 Locked 256QAM 2 789.00 MHz 6.40 dBmV 38.98 dB 0 0
    2 Locked 256QAM 1 783.00 MHz 6.40 dBmV 40.37 dB 0 0
    3 Locked 256QAM 3 795.00 MHz 5.90 dBmV 38.98 dB 0 0
    4 Locked 256QAM 4 801.00 MHz 6.10 dBmV 38.98 dB 0 0
    5 Locked 256QAM 9 831.00 MHz 6.50 dBmV 38.98 dB 1 0
    6 Locked 256QAM 10 837.00 MHz 6.20 dBmV 38.98 dB 0 0
    7 Locked 256QAM 11 843.00 MHz 6.30 dBmV 38.98 dB 0 0
    8 Locked 256QAM 12 849.00 MHz 6.10 dBmV 38.98 dB 1 0
    9 Locked 256QAM 17 879.00 MHz 5.60 dBmV 38.98 dB 0 0
    10 Locked 256QAM 18 885.00 MHz 5.80 dBmV 38.61 dB 1 0
    11 Locked 256QAM 19 891.00 MHz 5.80 dBmV 38.61 dB 0 0
    12 Locked 256QAM 20 897.00 MHz 6.00 dBmV 38.61 dB 1 0
    13 Locked 256QAM 21 903.00 MHz 5.90 dBmV 38.61 dB 2099 16630
    14 Locked 256QAM 22 909.00 MHz 5.90 dBmV 38.61 dB 3262 26654
    15 Locked 256QAM 25 927.00 MHz 6.10 dBmV 38.98 dB 1787 17356
    16 Locked 256QAM 26 933.00 MHz 6.00 dBmV 38.61 dB 0 0
    17 Locked 256QAM 27 939.00 MHz 6.20 dBmV 38.61 dB 0 0
    18 Locked 256QAM 28 945.00 MHz 5.80 dBmV 38.61 dB 0 0
    19 Locked 256QAM 29 951.00 MHz 5.70 dBmV 38.61 dB 0 0
    20 Locked 256QAM 30 957.00 MHz 5.80 dBmV 38.61 dB 0 0
    21 Locked 256QAM 33 357.00 MHz 6.80 dBmV 40.95 dB 4 0
    22 Locked 256QAM 34 363.00 MHz 6.90 dBmV 40.95 dB 0 0
    23 Locked 256QAM 35 369.00 MHz 7.10 dBmV 40.37 dB 0 0
    24 Locked 256QAM 36 375.00 MHz 7.00 dBmV 40.37 dB 0 0
    25 Locked 256QAM 37 381.00 MHz 7.10 dBmV 39.90 dB 0 0
    26 Locked 256QAM 38 387.00 MHz 7.00 dBmV 39.90 dB 0 0
    27 Locked 256QAM 41 405.00 MHz 7.20 dBmV 39.90 dB 0 0
    28 Locked 256QAM 42 411.00 MHz 7.40 dBmV 39.90 dB 0 0
    29 Locked 256QAM 43 417.00 MHz 7.20 dBmV 39.90 dB 0 0
    30 Locked 256QAM 44 423.00 MHz 7.30 dBmV 39.90 dB 0 0
    31 Locked 256QAM 45 429.00 MHz 7.00 dBmV 39.90 dB 0 0
    32 Locked 256QAM 46 435.00 MHz 7.20 dBmV 39.90 dB 0 0

    Upstream Bonded Channels
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 2 5120 kSym/s 23.50 MHz 40.25 dBmV
    2 Locked ATDMA 4 5120 kSym/s 36.30 MHz 40.25 dBmV
    3 Locked ATDMA 3 5120 kSym/s 29.90 MHz 40.25 dBmV
    4 Locked ATDMA 1 5120 kSym/s 16.90 MHz 37.75 dBmV