Intermittent disconnects with modem logs - Definitely a modem issue?
Hello!
Hoping to get some extra opinions on this. Internet has been dropping once or twice a day randomly for about 3 weeks. Attaching event logs from the last couple days and they are consistent with that time period. This is new behavior, connection has been solid at my current address almost 5 years now.
I have replaced my own equipment, router and access point, partially for troubleshooting but also just wanted to. Everything works fine but internet still drops. It will be working great at full speed sometimes many hours or even a full day, or minutes, then drop.
I had a call in to tech support today and over the phone they ran a diagnostic which the tech was "absolutely certain" it was my modem, likely from old age, (Arris SB6183 purchased new April 2017). I was extremely skeptical of that statement and had them confirm they were absolutely sure, of course they were sure. I mentioned I am looking at the modem logs and we should probably review them together but they had no interest at all. There was nothing they could do, I had no choice but to replace the modem.
So I went ahead and got myself a brand new Motorola MB8600, top dawg Big D 🤑🤑, gigabit ready! GUESSS WHAT? Internet drops.
Anyways, I wanted to share the modem logs from the Arris SB and the Brand new Motorola:
Arris SB6183 (Last time it dropped connection today):
Tue Jul 16 09:21:05 2019 Critical (3) No Ranging Response received - T3 time-out
Tue Jul 16 09:27:31 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 16 09:27:38 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 16 09:28:22 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 16 09:28:22 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 16 09:28:42 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 16 09:28:42 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 16 09:29:02 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 16 09:29:02 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 16 09:29:22 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Tue Jul 16 09:29:22 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Warning (5) ToD request sent - No Response received;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Warning (5) ToD request sent - No Response received;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Notice (6) TLV-11 - unrecognized OID;CM-MAC=78:96:84:e6:f9:94;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.0;
Motorola MB8600 (shortly after activating and surfing the web for a few minutes):
14:04:44
Tue Jul 16 2019 Warning (5) MDD message timeout;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:05:03
Tue Jul 16 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:05:03
Tue Jul 16 2019 Warning (5) MDD message timeout;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:05:20
Tue Jul 16 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:05:20
Tue Jul 16 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:05:25
Tue Jul 16 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:05:30
Tue Jul 16 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:05:32
Tue Jul 16 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:05:48
Tue Jul 16 2019 Notice (6) Honoring MDD; IP provisioning mode = IPv4
14:05:52
Tue Jul 16 2019 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:05:52
Tue Jul 16 2019 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:06:02
Tue Jul 16 2019 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:06:02
Tue Jul 16 2019 Warning (5) Dynamic Range Window violation
14:06:03
Tue Jul 16 2019 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:4f:30:7a;CMTS-MAC=00:a2:89:26:76:3e;CM-QOS=1.1;CM-VER=3.1;
14:06:03
Tue Jul 16 2019 Warning (5) Dynamic Range Window violation
Clearly the issue is not the modem, and even more clearly, COX diagnostics are as bad as their technicians belief in them. What do I do from here?
Thanks!
Gus
