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Packet Loss and Modem Resets

Hello, I am experiencing really bad packet loss and modem resets during normal business hours (e.g. 8am - 4pm). Internet works, but drops every few minutes. I've had two techs out. The first replaced some coax, and the signal to noise ratio improved enough that he called the issue fixed and left. The second tech came during a time in which the problem was not occuring. My monitoring shows that the internet starting working fine approximately an hour before he arrived, and stopped working fine about 30 minutes after he left. He insisted that my router was the problem, even though this problem occurs if I directly connect a PC to the modem, bypassing the router. When I told him this, he told me to buy a new cable modem. Again, I insisted that the problem isnt the modem, as it works fine during non business hours. I was then told that the farms in my area often cause problems with their equipment and this was the best service I would get. That is an unacceptable answer.

Here are the logs and diagnostics from my modem, at the present time. 

The signal to noise ratio fluctuates wildly every time I refresh the page. I have seem it fall to 19 dB. 

Any advice on how to get Cox to take this more seriously? Any help is appreciated.

Thanks, 

James

DOCSIS Overview
Network Access Permitted
IP Address 10.113.190.212
Subnet Mask 255.255.252.0
Gateway IP 10.113.188.1
DHCP Lease Time D: 07 H: 00 M: 00 S: 00
Downstream Overview
Port ID Frequency (Hz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Octets Correcteds Uncorrectables Channel ID
2 831000000 256QAM -2.000 30.885 41033350 368025 3281478 9
3 837000000 256QAM -1.900 31.009 42908104 431384 3872999 10
4 849000000 256QAM -2.200 31.202 38412051 308948 2687150 12
5 855000000 256QAM -2.500 31.268 38449491 328874 2980894 13
6 861000000 256QAM -2.500 31.268 38491401 344134 3048303 14
7 867000000 256QAM -2.700 31.838 40277450 387558 3466591 15
8 873000000 256QAM -2.900 31.994 39395118 331197 2883614 16
9 927000000 256QAM -2.600 31.763 36525551 296571 2729369 25
10 933000000 256QAM -2.700 31.838 34908579 262944 2358048 26
11 939000000 256QAM -2.300 31.915 34438477 239422 2209454 27
12 945000000 256QAM -2.000 32.154 34136011 218893 1877648 28
13 951000000 256QAM -1.600 32.237 34510196 252044 2276616 29
14 957000000 256QAM -1.400 32.407 34244481 235809 2141179 30
15 963000000 256QAM -1.400 32.407 33008760 201545 1872959 31
16 969000000 256QAM -1.100 32.321 32735255 191521 1724462 32
17 405000000 256QAM 4.600 37.636 882835760 937630 773 41
18 411000000 256QAM 4.700 37.356 882178977 1591243 4099 42
19 417000000 256QAM 4.500 37.356 881656594 2107543 10325 43
20 423000000 256QAM 4.600 37.636 880976608 2772072 25927 44
21 429000000 256QAM 4.400 37.636 879898030 3803130 73617 45
22 435000000 256QAM 4.200 37.356 878780545 4830825 163551 46
23 441000000 256QAM 4.300 37.093 877487555 5946464 341053 47
24 447000000 256QAM 4.400 36.387 875419354 7565124 790795 48
Reset FEC Counters
Upstream Overview
Port ID Frequency (Hz) BandWidth (Hz) Modulation Type DOCSIS Mode Signal Strength (dBmV) Channel ID
1 23499988 6400000 64QAM ATDMA 37.000 2
2 36300063 6400000 64QAM ATDMA 40.000 4
3 29899998 6400000 64QAM ATDMA 38.500 3
4 16899974 6400000 64QAM ATDMA 37.000 1

No Time type Priority Event
1 01/31/19 09:42:59 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
2 01/31/19 09:40:48 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
3 01/31/19 09:40:38 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
4 01/31/19 09:40:11 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
5 01/31/19 09:36:38 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
6 01/31/19 09:36:29 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
7 01/31/19 09:36:11 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
8 01/31/19 09:35:54 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
9 01/31/19 09:35:19 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
10 01/31/19 09:34:50 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
11 01/31/19 09:34:42 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
12 01/31/19 09:34:39 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
13 01/31/19 09:32:37 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
14 01/31/19 09:32:31 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
15 01/31/19 09:32:23 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
16 01/31/19 09:31:11 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
17 01/31/19 09:30:20 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
18 01/31/19 09:30:19 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
19 01/31/19 09:30:18 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
20 01/31/19 09:29:54 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
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  • I had a escalation technician come out last Wednesday the 6th. He immediately found the problem and demonstrated it to me. If he just tapped his screwdriver on it, the signal levels would fluctuate wildly. Told me the tap would need to be replaced and he would put in a work order, and it should be done over the weekend. 

    Well that work order never happened, and another technician came out on the 11th, and said "signal levels are fine, nothing is wrong." So now Cox won't fix the problem and I'm left extremely frustrated. Is it common for Cox to just ignore your technicians and refuse to replace your broken equipment?

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