Frequent Disconnections

I'm having the same problem with my internet service. I'm going to terminate Cox's internet and go with another company.

dfw said:

I'm having the same problem with my internet service. I'm going to terminate Cox's internet and go with another company.

Your disconnections might be easier to fix than mine. Try posting some screenshots of your modem's signal and logs.

Your TX/RX levels and SNR are all great, and those events in the event log are really non-events. "TLV-11..." and "MIMO Event..." are just informational about the conversation between the modem and the headend. The only thing I see there that means anything is the one T3 timeout and one over the course of several hours shouldn't be causing what you describe.

I haven't been able to locate your Cox account by your forum info, so if you email us at coxhelp@cox.com we can take a closer look.

A few quick questions though, first, what do all the lights on the modem do during these periods of disconnection, and second, you say this has persisted through multiple modems and routers, but has a different computer been tried?

DFW
I'm having the same problem with my internet service. I'm going to terminate Cox's internet and go with another company.

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frankly the slow upload speeds offered in all their packages here in hampton roads. I would do the same if i had another service to go to. I think thats why hampton roads is getting shafted on speed upgrades because they really don't have any competition here :/

I also experience frequent disconnects like you. I've just learned to live with them sadly. Calling support is something i've always refused to do because all they offer to do is send a tech out to your house. Which you normally end up having to pay for and if i pay for the service I shouldnt be getting service charges for a tech visit. Oh well. Thats how life goes lol.

Hello KipK, and thanks for replying to my post.

KipK said:
Your TX/RX levels and SNR are all great, and those events in the event log are really non-events. "TLV-11..." and "MIMO Event..." are just informational about the conversation between the modem and the headend. The only thing I see there that means anything is the one T3 timeout and one over the course of several hours shouldn't be causing what you describe.

This is where my problem gets odd.

Before the last technician replaced the entirety of my cable system, I had poor signal level readings at the modem and also for each disconnect I had a corresponding “No Ranging Response received – T3 time-out” in the modem logs.

 Then, after everything was replaced, I had much improved signal levels, but still experienced the same frequent disconnects… and this time without the corresponding “No Ranging Response received – T3 time-out” message in the modem logs.

Here is a screenshot of some of my old signal levels and logs if it helps at all: http://i.imgur.com/Ydk1xcT.png

The modem logs now only say notice and warning, but my internet still disconnects exactly the same as before the cable overhaul. I have no idea what to make of this.

KipK said:
I haven't been able to locate your Cox account by your forum info, so if you email us at we can take a closer look.

Oops, sorry about that. I have now changed my forum e-mail account to my cox e-mail address, and also sent an e-mail to coxhelp@cox.com with my account information. Please let me know if any other information is needed.

KipK said:
A few quick questions though, first, what do all the lights on the modem do during these periods of disconnection, and second, you say this has persisted through multiple modems and routers, but has a different computer been tried?

1)      The lights on the modem do some combination of  flashing, blinking and turning off. This has led me to believe the problem is the connection or modem and not the router or computer.

2)      I have tried using two different desktop computers and two different laptops (I also reformat frequently). Further, I have witnessed the modem disconnect (lights flash)with my computers turned off, and also with no computers or routers connected to the network at all.

Well this is very odd. I looked up your account, and they already referred it to plant maintenance, and maintenance checked it out much further than just your tap at the pole. They did a full set of tests back to the distribution amplifier that feeds your tap and several others in your neighborhood and they didn't find anything. And if it was that far back or any further, there would normally be an elevated number of service calls but your node is actually below average in service call stats.

But there has to be something there triggering resets.  I've seen situations where a bad ethernet cable or port has caused a modem reset, but that has apparently been ruled out. Another thing that doesn't often get considered is a bad power source. A new modem with a new power adapter can still have power issues if it is plugged into an overloaded power outlet or strip. That's all I can think of offhand before I refer this to another technician or two or three.

Thanks for looking into my issue KipK.

KipK said:
They did a full set of tests back to the distribution amplifier that feeds your tap and several others in your neighborhood and they didn't find anything.

My house is at the end point of the cable line. Could this be part of the problem, and perhaps the reason why nothing showed up on the tests?

Also, since the disconnect only presents itself 5-10 times a day, it is not very likely that it  would occur while the signals are being tested. The lines would have to be monitored for some time; maybe even hours.

Here is a diagram of the cabling in my neighborhood: http://i.imgur.com/xGBVjzq.png

KipK said:
And if it was that far back or any further, there would normally be an elevated number of service calls but your node is actually below average in service call stats.

It is worth noting that the average age in my neighborhood is probably 60 something. The disconnects don't really last long enough to affect web browsing or e-mails, so I can see why there wouldn't be a lot of complaints about this issue (if it is affecting more than just me).

KipK said:
I've seen situations where a bad ethernet cable or port has caused a modem reset, but that has apparently been ruled out. Another thing that doesn't often get considered is a bad power source. A new modem with a new power adapter can still have power issues if it is plugged into an overloaded power outlet or strip.

I have a box full of ethernet cables and power sources that I have tried over the years. I have also connected my modem to outlets in two different rooms (away from my computers or anything else that uses power) and still experienced disconnects. So, barring a systemic issue with the electricity in my house, it is probably not the power source/electricity.

It is worth mentioning that I gave away my last modem/router, the Motorola SBG6580, along with its components. It is currently working perfectly with no disconnections at all in North Carolina on Time Warner cable.

I'm willing to try anything you suggest though. I will again try out some different cables and power sources just to double check. Let me know if there is anything else you would like me to try.

Side question: does Cox ever switch the modem's upstream or downstream channels mid connection? Could this cause the disconnects?

Update: I have tried a few different power cables, ethernet cords and outlets. I am still experiencing disconnects. Also, I plugged my computer directly into the modem; removing the router from the system. And I still disconnected. So it's not the router. I will continue testing some different cable configurations just to be absolutely sure.

Also, this thread seems relevant to my situation: http://forums.cox.com/forum_home/internet_forum/f/5/t/477.aspx

and the solution to his problem:

dubyada said:

Cox technician came today and said that he sees this problem once a week - the new Docsis 3.0 modems "range" to different frequencies when more bandwidth is detected on another frequencies.  During this "ranging" the signal drops.  He said it happens with all brands of cable modems.

The technician said that the "engineers" back at the office can "fix" this.  He said he didn't really know how.  I asked if it was essentially locking the modem into one frequency, and he said yes.  He checked the signal, as he had to do at every visit, and said I had a good signal.  He took my information, said he'd be glad to call me back and let me know when "she" back at the office "fixes it". I appreciated that gesture at least.  

I'm not sure what/if anything to believe from Cox, other than they seem incapable of delivering clear information to the general public regarding their troublesome service.  Instead of treating cable signals like "magic" it would make more sense to deliver clearer information, so as to remove superstition and prevent silly things like me buying a new cable modem and spending hours on the phone with Motorola to fix mysterious problems.

Can you try locking my modem into one set of frequencies?

Edit Update: I have confirmed that my modem changed upstream channels after a disconnect. I will continue to check this.

Is my problem being looked at? Am I supposed to call customer support?

SSCOX1 said:
Can you try locking my modem into one set of frequencies?

Edit Update: I have confirmed that my modem changed upstream channels after a disconnect. I will continue to check this.

SSCOX1 said:
Is my problem being looked at? Am I supposed to call customer support?