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Frequently dropping internet - SYNC Timing Synchronization failure, RCS Partial Service, No Ranging Response received | Internet Problems

For the past 2 weeks the internet in my household has been frequently cutting out. 
Sometimes it will disconnect every hour or two, other times it will disconnect multiple times in the span of 30 minutes.
Even when I hardwire my ethernet cable to the modem the issues persist as usual.
The technician on the phone said that everything seems to be normal from their side, and the technician that came out to check out the problem also said that he didn't see any issues.
I have been using the service with minimal issues for about 6 months, but the past 2 weeks have been awful. Even though I disconnect 20+ times a day, the internet speeds seem to be normal (I have frequently run speedtests) while the internet is functioning.

Through troubleshooting, calls with technicians, and a visit with the technician, it is guaranteed that the problem is limited to:
1. Modem
2. Wiring
3. Cox

I went to 192.168.100.1 to get more information about the modem (Arris SB6190) and saw this:

TimePriorityDescription
Fri Jan 12 02:16:03 2018 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 02:54:13 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 03:40:14 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 04:06:33 2018 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 05:09:15 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 06:54:54 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 07:09:13 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 07:28:35 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 07:54:15 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 09:35:20 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 09:39:12 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:22:43 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:22:43 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:22:44 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:24:13 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:43:40 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 12:09:11 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 14:10:16 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 14:24:18 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 15:14:59 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;

I would really like some help as to how to fix the problem, I require a stable internet connection for work and I have resorted to using a hotspot from my phone just to have consistent internet!

  • Hello naraisan,

    Is the issue intermittent and not happening during the time we have a technician reserved? Do you experience the issue when you bypass the router and have a computer wired directly to the Modem?



  • RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0; 

    = Modem is not provisioned correctly

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;

    = Noise on the line usually caused by a loose connection on coaxial cable - this could be at a neighbors house on the same ped drop as you and not at your house.

    No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;

    = Modem is not provisioned correctly 

    Is the issue intermittent and not happening during the time we have a technician reserved?

    = We boosted you signal and service for several days so when the tech comes out he/she finds nothing wrong with our end. We can then say its your equipment or connections at fault. After several days it will drop back off to the old junk service (because our equipment is mostly 10+ years old and very expensive to replace). So it is cheaper for us to say its your equipment having the issue and not our super structure network that is a lot older than your equipment.

  • BTW.. I have more systems and networking certifications than any of the employees at COX Oklahoma City. I could remote into  your modem un-cap it run some test then recap it. (oops just did) your modem is not at fault.

    You could reach speeds in excess of 600MBs - ultimate service is capped at 300Mbs. 1MBs is 8x more than 1Mbs so 300Mbs = 37.5MBs.

    Uncapped your modem hit 642MBs or 5136Mbs.

    Mbs = Megabits per second / MBs MegaBytes per second.

    Good luck with tech support.

  • Can you really do that?  I am having terrible speed issues.

  • @KrawdaddyinBR,

    We can look into any speed issues yo may be experiencing. What speeds are you currently getting? Also, is this issue happening with all devices in the home or just one? 

    Thanks,

    Allan - Cox Support Forums Moderator.