Upstream issues/intermittent connection problem

Greetings,

I seem to be having connection issues whenever the upstream light on my modem starts blinking rather than remaining solid.

The short of it:

Modem: Netgear CM700

Upstream light on my modem should be a solid green. When I lose connection to the internet the upstream light is blinking and if the issue doesn't resolve the modem will cycle downstream/upstream until it connects. Sometimes I have to reboot the modem for it to actually reconnect to the internet. This is a brand new modem but I was having similar issues with my old Arris SURFboard before I switched to this. This issue persists if I remove the router from the picture.

I already had a tech out early morning on Saturday and he was unable to see any problem with my modem or the line. He thought maybe it was my old coaxial cable and provided/installed a new one. Modem worked fine for about 2 hours then went right back into the unpredictable connection routine. I have another tech coming out Monday evening to see if they can help me but I would like to ask for other avenues for the tech to investigate if they do not see any problems again.

I managed to get to a T2 and talked over my issue and since it's intermittent and didn't occur while I was on the line they weren't seeing any issues. 

Modem event log at time of an upstream error causing connection issue:

Apr 08 2018 11:53:24 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Apr 08 2018 11:53:24 Critical (3) No Ranging Response received - T3 time-out
Apr 08 2018 11:53:44 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Apr 08 2018 11:53:44 Critical (3) No Ranging Response received - T3 time-out
Apr 08 2018 11:54:04 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Apr 08 2018 11:54:04 Critical (3) No Ranging Response received - T3 time-out
Apr 08 2018 11:54:24 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Apr 08 2018 11:54:24 Critical (3) No Ranging Response received - T3 time-out
Apr 08 2018 11:54:55 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Apr 08 2018 11:54:55 Notice (6) TLV-11 - unrecognized OID

Modem information at time of writing:

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 33 357000000 Hz 2.7 dBmV 38.9 dB 9 25
2 Locked QAM 256 34 363000000 Hz 2.7 dBmV 40.3 dB 15 18
3 Locked QAM 256 35 369000000 Hz 3.0 dBmV 40.3 dB 17 26
4 Locked QAM 256 36 375000000 Hz 2.9 dBmV 40.3 dB 32 11
5 Locked QAM 256 37 381000000 Hz 3.0 dBmV 39.5 dB 9 27
6 Locked QAM 256 38 387000000 Hz 2.5 dBmV 39.9 dB 9 26
7 Locked QAM 256 41 405000000 Hz 2.9 dBmV 39.9 dB 7 28
8 Locked QAM 256 42 411000000 Hz 2.7 dBmV 39.5 dB 7 27
9 Locked QAM 256 43 417000000 Hz 2.7 dBmV 39.9 dB 5 29
10 Locked QAM 256 44 423000000 Hz 2.5 dBmV 39.9 dB 8 29
11 Locked QAM 256 45 429000000 Hz 2.7 dBmV 39.5 dB 7 27
12 Locked QAM 256 46 435000000 Hz 2.9 dBmV 39.9 dB 6 28
13 Locked QAM 256 1 783000000 Hz 1.4 dBmV 38.6 dB 0 0
14 Locked QAM 256 2 789000000 Hz 1.4 dBmV 38.9 dB 0 0
15 Locked QAM 256 3 795000000 Hz 1.5 dBmV 38.6 dB 0 0
16 Locked QAM 256 4 801000000 Hz 1.4 dBmV 38.9 dB 3 0
17 Locked QAM 256 9 831000000 Hz 0.5 dBmV 37.6 dB 113 1057
18 Locked QAM 256 10 837000000 Hz 0.5 dBmV 38.6 dB 185 1998
19 Locked QAM 256 11 843000000 Hz 0.0 dBmV 37.6 dB 3 0
20 Locked QAM 256 12 849000000 Hz 0.2 dBmV 37.6 dB 2 0
21 Locked QAM 256 17 879000000 Hz -1.2 dBmV 37.3 dB 5 0
22 Locked QAM 256 18 885000000 Hz -1.7 dBmV 37.3 dB 21 0
23 Locked QAM 256 19 891000000 Hz -1.5 dBmV 37.3 dB 33 0
24 Locked QAM 256 20 897000000 Hz -2.0 dBmV 36.6 dB 118 1018
25 Locked QAM 256 21 903000000 Hz -2.4 dBmV 36.6 dB 133 915
26 Locked QAM 256 22 909000000 Hz -2.5 dBmV 36.6 dB 512 1154
27 Locked QAM 256 25 927000000 Hz -3.2 dBmV 36.3 dB 18 0
28 Locked QAM 256 26 933000000 Hz -3.0 dBmV 36.3 dB 4 0
29 Locked QAM 256 27 939000000 Hz -3.2 dBmV 36.3 dB 1 0
30 Locked QAM 256 28 945000000 Hz -3.2 dBmV 36.6 dB 0 0
31 Locked QAM 256 29 951000000 Hz -3.7 dBmV 36.6 dB 4 0
32 Locked QAM 256 30 957000000 Hz -3.7 dBmV 36.6 dB 1 0
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 Ksym/sec 18400000 Hz 45.0 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 45.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 47.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 47.5 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

I didn't grab the upstream information like I thought I did right after the reboot but channels 3 and 4 were around 49 dBmV when the modem reconnected to the internet.

Thank you in advance for any further questions I can pose to the tech that will be out and for your assistance.

Respectfully,

Michael

**update**

Managed to get into the modem during one of these episodes:

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 Ksym/sec 18400000 Hz 51.0 dBmV
2 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
3 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 51.0 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 51.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 51.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

  • Michael576

    I'm not able to see any issues with any of the upstream channels. Everything looks to be fine. I can see that a technician is scheduled for today. He may need to monitor the line going to your home for awhile to try and capture the issue. Feel free to reach back out here 24/7 if you have any further trouble after the field tech has come and gone.

    StephanieS
    Cox Support Forums Moderator

  • First, not that it's causing your problem, but watch out for the CM700. Has the lemon Puma 6 CPU inside it. While Cox is in the process of rolling out the newest patch it has been a long time coming, and is still hit or miss. CM600 or CM1000 would be the models above and below the CM700 which are not effected by the bug.

    With that said, your issue is your upstream power levels. Looks like noise is occuring randomly and forcing your modem to yell to be heard, causing the T3 errors. Can you describe how the coaxial gets from the street to your house? Splitters? Amps? Underground wiring?

  • I was plagued with the same puma 6 with the Arris SB6190 I now have the SB8200 planning for the future.  My area has its monthly cycle of great quality and a week of **.  reason I replaced the SB6190.  Some things I have learned.  This thing called MoCa if your neighbors use a MoCa network like the panoramic wifi Cox offers and you or them do not have a POE MoCa filter you may be getting some interference from their network.  MoCa filters are cheap or Cox may provide one.  this helped my modem since the SB8200 has no MoCa blocking capabilities due to the DOCSIS 3.1.  But look in to a MoCa filter, did help my situation but still my area is bad in connection as usual

    I pay for 300x30 current speed 12x30 alway great here in my area.

    I collect a lot of uncorrectable when the quality in my area gets bad not sure what causes these to include a few days of errors. ranges from level 3 to level 6 errors.  I belive a lot of our connection issues have become more frequent every time a new speed level is added and cox is unable to sustain in the beginning.  im looking fwd to cox fiber I have my fingers crossed that it makes it to my area.   

    good luck

  • I had a second tech out at the start of the week taking a look into my situation over here. He did the usual signal test but as I was explaining the issue he said "interference" and said he was going to go grab some tools off his truck. He came back in and tested my line and found power on it. He traced it to my outside storage unit where an unknown cable was being fed into a splitter that was rather dated (probably installed some 15+ years ago at this location). I had the tech bypass the splitter as I wasn't using the cable in my bedroom and have no intention to use it during the next 6 months that I'll be here.

    The internet worked fine for a few hours after that discovery but again started to have issues as the evening rolled on. I let most of the week go by to see how many times I would get T3 time-out issues so I could report back asking for further assistance. Today I jumped on my modem to see what the event log had to say and found the following:

    Time Priority Description
    Apr 09 2018 17:15:07 Warning (5) Lost MDD Timeout
    Apr 09 2018 17:15:07 Warning (5) Lost MDD Timeout
    Apr 09 2018 17:15:07 Warning (5) Lost MDD Timeout
    Apr 09 2018 17:15:07 Warning (5) Lost MDD Timeout
    Apr 09 2018 17:15:07 Warning (5) Lost MDD Timeout
    Apr 09 2018 17:15:07 Warning (5) Lost MDD Timeout
    Apr 09 2018 17:15:07 Warning (5) Lost MDD Timeout
    Apr 09 2018 17:15:07 Warning (5) Lost MDD Timeout
    Apr 09 2018 17:15:44 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
    Apr 09 2018 17:27:12 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
    Apr 09 2018 17:27:12 Notice (6) TLV-11 - unrecognized OID
    Apr 09 2018 17:34:59 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
    Apr 09 2018 17:34:59 Notice (6) TLV-11 - unrecognized OID
    Apr 10 2018 08:07:13 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 07:53:00 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 11 2018 07:53:00 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 07:53:40 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 11 2018 07:53:40 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 07:54:04 Critical (3) Ranging Request Retries exhausted
    Apr 11 2018 07:54:04 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
    Apr 11 2018 07:54:24 Critical (3) Ranging Request Retries exhausted
    Apr 11 2018 07:54:24 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
    Apr 11 2018 07:55:00 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 11 2018 07:55:00 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 07:56:20 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 11 2018 07:56:20 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 07:57:40 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 11 2018 07:57:40 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 07:59:19 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 11 2018 07:59:20 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 08:00:59 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 11 2018 08:01:00 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 08:09:20 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 11 2018 08:09:20 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 08:09:58 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 11 2018 08:09:59 Critical (3) No Ranging Response received - T3 time-out
    Apr 11 2018 19:19:05 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
    Apr 11 2018 19:19:05 Notice (6) TLV-11 - unrecognized OID
    Apr 11 2018 19:26:26 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
    Apr 11 2018 19:26:26 Notice (6) TLV-11 - unrecognized OID
    Apr 11 2018 19:39:23 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
    Apr 11 2018 19:39:23 Notice (6) TLV-11 - unrecognized OID
    Apr 11 2018 23:10:39 Critical (3) No Ranging Response received - T3 time-out
    Apr 12 2018 16:58:33 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 12 2018 16:58:33 Critical (3) No Ranging Response received - T3 time-out
    Apr 12 2018 16:58:53 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
    Apr 12 2018 16:58:53 Critical (3) No Ranging Response received - T3 time-out

    It's not showing now but at the time of the T3 time-out today around 5 pm my dBmV for upstream channels was pushing 51 again.

    Here is an updated look at my downstream and upstream channels:

    Downstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
    1 Locked QAM 256 33 357000000 Hz 8.3 dBmV 38.9 dB 5836 28685
    2 Locked QAM 256 34 363000000 Hz 8.4 dBmV 40.3 dB 5097 28233
    3 Locked QAM 256 35 369000000 Hz 8.5 dBmV 40.3 dB 5536 26462
    4 Locked QAM 256 36 375000000 Hz 8.5 dBmV 40.3 dB 5514 31267
    5 Locked QAM 256 37 381000000 Hz 8.4 dBmV 39.5 dB 972 6927
    6 Locked QAM 256 38 387000000 Hz 8.4 dBmV 39.5 dB 874 7748
    7 Locked QAM 256 41 405000000 Hz 8.6 dBmV 39.9 dB 966 7863
    8 Locked QAM 256 42 411000000 Hz 8.5 dBmV 39.5 dB 903 7974
    9 Locked QAM 256 43 417000000 Hz 8.5 dBmV 39.5 dB 524 6196
    10 Locked QAM 256 44 423000000 Hz 8.4 dBmV 39.9 dB 887 6857
    11 Locked QAM 256 45 429000000 Hz 8.5 dBmV 39.5 dB 1084 7222
    12 Locked QAM 256 46 435000000 Hz 8.6 dBmV 39.9 dB 1071 7165
    13 Locked QAM 256 1 783000000 Hz 7.8 dBmV 38.9 dB 1544 12321
    14 Locked QAM 256 2 789000000 Hz 8.0 dBmV 38.6 dB 1322 10368
    15 Locked QAM 256 3 795000000 Hz 7.9 dBmV 38.6 dB 2165 13064
    16 Locked QAM 256 4 801000000 Hz 7.9 dBmV 38.6 dB 1856 11292
    17 Locked QAM 256 9 831000000 Hz 7.5 dBmV 38.9 dB 1747 8880
    18 Locked QAM 256 10 837000000 Hz 7.4 dBmV 38.6 dB 1744 11252
    19 Locked QAM 256 11 843000000 Hz 7.0 dBmV 38.6 dB 998 8826
    20 Locked QAM 256 12 849000000 Hz 7.0 dBmV 38.6 dB 1623 10291
    21 Locked QAM 256 17 879000000 Hz 5.6 dBmV 37.6 dB 1347 8391
    22 Locked QAM 256 18 885000000 Hz 5.3 dBmV 37.6 dB 1958 8523
    23 Locked QAM 256 19 891000000 Hz 5.3 dBmV 37.3 dB 920 5210
    24 Locked QAM 256 20 897000000 Hz 4.9 dBmV 37.3 dB 1824 9896
    25 Locked QAM 256 21 903000000 Hz 4.4 dBmV 36.6 dB 3886 7360
    26 Locked QAM 256 22 909000000 Hz 4.4 dBmV 37.3 dB 17031 50162
    27 Locked QAM 256 25 927000000 Hz 3.5 dBmV 37.3 dB 2068 6755
    28 Locked QAM 256 26 933000000 Hz 3.7 dBmV 36.3 dB 1346 10372
    29 Locked QAM 256 27 939000000 Hz 3.7 dBmV 36.3 dB 1280 10054
    30 Locked QAM 256 28 945000000 Hz 3.5 dBmV 36.6 dB 1314 6943
    31 Locked QAM 256 29 951000000 Hz 3.2 dBmV 36.6 dB 956 3968
    32 Locked QAM 256 30 957000000 Hz 3.0 dBmV 37.3 dB 757 5288

    Upstream Bonded Channels
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 1 2560 Ksym/sec 18400000 Hz 40.0 dBmV
    2 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 40.0 dBmV
    3 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 41.5 dBmV
    4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 42.0 dBmV
    5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

    Since the issue seems to persist (granted not as heavily as it was when I had power running on my coaxial for who-knows-what reason) I would like to ask if there is any further insight you could provide. If this is a chip issue as was stated by UnhappyCustomer1 is there nothing I can do while waiting for the patch on the issue? Also I cannot explain how the cable gets from the street to my particular apartment though I am right next to the street/cable lines and lines are usually run underground here, not 100% sure that's the case here but I think it is. Assuming the only splitter in my apartment was the one in the storage unit I no longer go through any splitters.