Introduction

• This information in BOLT, under the Equipment tab when pressing the Diagnostics button
   
• Discrepancy is listed in red
   
• PHY rates are the physical layer (PHY) rate, or the speed that data can move between MoCA clients (TiVo) and the router they connect
   
• When PHY rates are out of spec, Apps, VOD and Live TV/Recordings streaming for Mini's do not work properly

 Specifications

• Buffer, pixelate, freeze, black screen errors appear
   
• Faulty or loose cable connections cause the failure
   
• TX (upload) and RX (download) PHY rates should always be above 180Mbps and within 35Mbps of each other
   
• ECB Mode
   
  • Displays Yes when the TiVo internal ECB is originating MoCA on 4 and 6 Tuner boxes
     
  • Displays No if an ECB originates MoCA, either a standalone ECB or the built in ECB of a 3n1
     
  • Displays No when the TiVo is a MoCA client (a MoCA capable device not originating MoCA)

Resolution Steps

Though you cannot resolve a PHY Rate discrepancy at the call center level, please check the following with the customer

1. Verify the Serial Number  / TSN Number
    
2. Open your Diagnostics screen in BOLT. Check the MoCA area for PHY rates.  Any discrepancy is listed in red
    
3. Ensure that all coax connections to the Modem, Router, and TiVo equipment are secure 
    
4. Test the App, VOD or Live TV streaming again
    
5. Only if there is a discrepancy, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT
    
   • Click Create Work Order or Technical Case, fill out the information as described below and click Submit
     
      

     Trouble Call or Tech Case	TiVo Issue
     Service Category	TiVo ONLY
     Problem Description	TD - TiVo Data Issue
     Select	All Affected TiVos
     Schedule	First available time that works for the customer
     Notes	MoCA Phy Rates out of spec