Case Study: Leading Cable Company improves upstream troubleshooting and customer service with VIAVI PathTrak MACTrak

Leading Cable Company - Customer Case Study

VIAVI Solutions worked with a Leading Cable Company that was facing recurring return-path issues affecting customers, including intermittent phone and Internet outages, codeword errors, slow speeds, and poor VoIP performance. Basic spectrum checks and standard DOCSIS tools were not enough to pinpoint the root causes, so the team needed deeper visibility into upstream health and packet-level behavior using VIAVI PathTrak and MACTrak monitoring.

Using VIAVI Solutions’ PathTrak Return Path Monitoring and MACTrak performance features, the cable company identified problem modems, ingress under carriers, faulty optical and RF components, an illegal hookup, and even a CMTS configuration issue. After replacing or fixing the offending equipment and plant problems, the company stabilized MER, eliminated codeword errors, reduced packet loss and delays, and restored service quality across affected nodes, significantly improving troubleshooting speed and customer experience.