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elizawilli's avatar
elizawilli
New Contributor
5 years ago

Upstream issue causing disconnects

 This started more than two years ago. The Cox representative suggested we get a new modem to address the issue. April 2017 we got an ARRIS Surfboard SB6183. This didn't fix the issue and the Cox representative suggest we get a new modem...April 2018, we got a CM500-100NAS for the modem and a Netgear R6400 router. The connection issue continues to this day. I contact Cox daily and they say it's our equipment.

 Over the last two years, three technicians come out to check our internet issues. They've removed all the splitters and changed all new barrels out on the coax cable (total of three). All three technicians said there was one line that fed three houses on our street. One of those lines had high ingress that could be backing into our line. The lines weren't marked so they couldn't pin point the home where it was occurring.

If I check the modem cable connection the internet usually drops when the a Upstream Bonded Channel isn't locked.

Here is some data from the modem event logs:

2019-8-21, 13:24:51    Critical (3)     SYNC Timing Synchronization failure - Failed to acquire FEC framing;
2019-8-21, 13:31:59    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-21, 13:32:31    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-21, 18:25:30    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-21, 18:26:03    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-21, 19:46:23    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-21, 19:46:55    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-21, 19:47:22    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-21, 19:47:55    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-21, 19:48:02    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-21, 19:48:35    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-22, 03:04:20    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-22, 03:04:26    Critical (3)     Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2019-8-22, 03:04:53    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-22, 03:23:18    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-22, 03:23:38    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-22, 03:23:51    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-22, 03:34:57    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-22, 03:35:17    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-22, 03:35:30    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-22, 03:42:46    Critical (3)     Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:21    Critical (3)     SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
1970-1-1, 00:00:26    Critical (3)     No Ranging Response received - T3 time-out;
2019-8-22, 03:44:32    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-22, 03:45:54    Critical (3)     Resetting the cable modem due to docsDevResetNow
1970-1-1, 00:00:21    Critical (3)     SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
1970-1-1, 00:00:27    Critical (3)     No Ranging Response received - T3 time-out;
1970-1-1, 00:00:54    Notice (6)     Honoring MDD; IP provisioning mode = IPv4
1970-1-1, 00:00:56    Warning (5)     DHCP WARNING - Non-critical field invalid in response ;
2019-8-22, 03:47:04    Notice (6)     TLV-11 - unrecognized OID;
2019-8-22, 03:47:52    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-22, 04:13:17    Warning (5)     Dynamic Range Window violation
2019-8-22, 05:09:47    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-22, 05:09:52    Warning (5)     Dynamic Range Window violation
2019-8-22, 05:10:07    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-22, 05:10:12    Warning (5)     Dynamic Range Window violation
2019-8-22, 05:10:20    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2019-8-22, 05:10:20    Warning (5)     Dynamic Range Window violation
2019-8-22, 05:10:27    Critical (3)     Unicast Ranging Received Abort Response - Re-initializing MAC;
2019-8-22, 05:10:40    Critical (3)     Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

This would be our third modem if we ended up getting another. I've hard reset both them modem and routers. Ran straight 100ft cat 6 cables to 100ft coax cables to eliminate the barrels. Still having this issue. Any help is appreciated. 

3 Replies

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  • Bruce's avatar
    Bruce
    Honored Contributor III

    What can you do?  Three houses on 1 line and 1 house is polluting the line.  It's a public utility problem.  They have to replace the 1 line with 3 separate lines.

    Your disconnects are just an effect of the cause.

  • Hello elizawilli. T4 errors are never a good thing and typically require a tech. Please send us and email with your full address, name, and link to this thread to cox.help@cox.com so we can help. Thanks. -Allan Cox Support Forums Moderator

    • Bruce's avatar
      Bruce
      Honored Contributor III

      2 years, 2 modems, 3 technicians, 2 cable rebuilds and over 730 daily calls.  Meh, just send an email for another tech.  I don't think these modems and service calls have been free.