LiberatedLampre
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Codeword Errors are Back - Line on Pole Never Replaced
Hello! So let me start by saying I've had Cox send multiple people out to physically check my house. The last series of visits ended up well above the contractor level - they sent a Network Tech Area Supervisor out (I think that's close to his title) who said his job was actually to supervise all of the Network Techs that diagnosed line problems across the metro area. The Area Supervisor checked my line and showed me pictures of the line completely ravaged by squirrels. Further the box the line connected to to go to my house was failing and was *full* of water. The Area Supervisor basically drained the box, cleaned up the inside of it some, and said a regular Network Tech would be back out to mark for the whole line to be re-run. The Supervisor cautioned, however, that *ALL* of the lines in my neighborhood were far too old. Apparently it's cable they haven't even used for decades. So likely just replacing my one line would not solve the problems outright and they would come back again. The Supervisor cautioned that because the line was so damaged that my box would likely just end up full of water again from infiltration through all of the cuts on the line and my codeword errors would come back again. ---- A network tech did show up, but he just replaced my box on the line, and said the rest would have to wait for Cox corporate to decide what to do about all of the damaged wires. As far as I know the lines are still the same ones - still just as damaged - and still in need of replacement. My Codeword errors did go down for a time after the box was drained & replaced, but they've come back to being just the same, likely because the box is full of water again because Cox never replaced the lines. Can someone please help me out? ---- Modem information based on 6 days of uptime: Please note that the line comes straight in from the outside and goes through one splitter - provided by Cox - to split the signal between my internet modem (SB6190) and phone line. Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 94 939.00 MHz 0.20 dBmV 38.98 dB 401 8668 2 Locked 256QAM 73 813.00 MHz 0.60 dBmV 38.98 dB 341 9255 3 Locked 256QAM 74 819.00 MHz 1.00 dBmV 38.61 dB 501 8932 4 Locked 256QAM 75 825.00 MHz 1.00 dBmV 38.98 dB 368 9163 5 Locked 256QAM 76 831.00 MHz 1.30 dBmV 38.98 dB 369 9141 6 Locked 256QAM 77 837.00 MHz 1.00 dBmV 38.98 dB 409 9276 7 Locked 256QAM 78 843.00 MHz 0.90 dBmV 38.98 dB 501 8999 8 Locked 256QAM 79 849.00 MHz 0.90 dBmV 38.61 dB 358 9357 9 Locked 256QAM 80 855.00 MHz 1.40 dBmV 40.37 dB 429 9318 10 Locked 256QAM 81 861.00 MHz 1.50 dBmV 38.98 dB 585 9296 11 Locked 256QAM 82 867.00 MHz 1.20 dBmV 38.98 dB 560 9198 12 Locked 256QAM 83 873.00 MHz 0.70 dBmV 38.98 dB 537 9246 13 Locked 256QAM 84 879.00 MHz 0.50 dBmV 38.61 dB 582 9603 14 Locked 256QAM 85 885.00 MHz 0.70 dBmV 38.98 dB 421 8697 15 Locked 256QAM 86 891.00 MHz 0.60 dBmV 38.98 dB 487 9955 16 Locked 256QAM 87 897.00 MHz 0.60 dBmV 38.98 dB 455 9892 17 Locked 256QAM 88 903.00 MHz 0.10 dBmV 38.98 dB 803 7642 18 Locked 256QAM 89 909.00 MHz 0.00 dBmV 38.61 dB 1911 10072 19 Locked 256QAM 90 915.00 MHz 0.00 dBmV 38.61 dB 648 9667 20 Locked 256QAM 91 921.00 MHz 0.60 dBmV 38.98 dB 823 9561 21 Locked 256QAM 92 927.00 MHz 0.50 dBmV 38.98 dB 549 11264 22 Locked 256QAM 93 933.00 MHz 0.10 dBmV 38.61 dB 516 9846 23 Locked 256QAM 95 945.00 MHz 0.40 dBmV 38.98 dB 1066 9603 24 Locked 256QAM 96 951.00 MHz 0.90 dBmV 38.98 dB 821 13615 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 kSym/s 30.80 MHz 40.50 dBmV 2 Locked ATDMA 4 5120 kSym/s 37.30 MHz 42.50 dBmV 3 Locked ATDMA 2 5120 kSym/s 24.30 MHz 42.50 dBmV 4 Locked ATDMA 1 2560 kSym/s 19.40 MHz 42.50 dBmV868Views0likes1CommentRe: Not using all Modem Channels & A *LOT* of channel uncorrectables for some channels.
I just wanted to leave a note that the contractor that came out was very thorough. Everything pointed to there being no problems (tests fine, meter signal levels good) but I still had the errors on the modem. He decided to go ahead and run a new drop to the house to see if that'd fix it, and it wasn't till he was coiling up the old line that the damage from squirrels chewing on it was visible. Very nice guy and a good worker. I just wanted to make sure there was a kudos left for him somewhere because he's the kind of contractor Cox should have.4Views0likes0CommentsRe: Not using all Modem Channels & A *LOT* of channel uncorrectables for some channels.
So new SB6190, and after 6 days of uptime I am right back where I am on errors. Cox is saying they'll send another tech out, but won't promise they'll actually do anything since the signal level seem fine. Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 94 939.00 MHz 1.60 dBmV 38.98 dB 24968 128691 2 Locked 256QAM 73 813.00 MHz 0.90 dBmV 38.98 dB 21443 86099 3 Locked 256QAM 74 819.00 MHz 1.60 dBmV 38.98 dB 19672 71148 4 Locked 256QAM 75 825.00 MHz 2.00 dBmV 38.61 dB 21409 79950 5 Locked 256QAM 76 831.00 MHz 2.10 dBmV 38.98 dB 21529 73651 6 Locked 256QAM 77 837.00 MHz 1.90 dBmV 38.61 dB 24612 91195 7 Locked 256QAM 78 843.00 MHz 2.20 dBmV 38.98 dB 24294 99773 8 Locked 256QAM 79 849.00 MHz 2.20 dBmV 38.61 dB 24873 106190 9 Locked 256QAM 80 855.00 MHz 2.70 dBmV 40.37 dB 29467 132605 10 Locked 256QAM 81 861.00 MHz 2.70 dBmV 38.98 dB 26417 123508 11 Locked 256QAM 82 867.00 MHz 2.30 dBmV 38.61 dB 26093 125984 12 Locked 256QAM 83 873.00 MHz 1.80 dBmV 38.98 dB 23562 120314 13 Locked 256QAM 84 879.00 MHz 1.60 dBmV 38.61 dB 20960 104568 14 Locked 256QAM 85 885.00 MHz 2.10 dBmV 38.98 dB 17819 74305 15 Locked 256QAM 86 891.00 MHz 2.10 dBmV 38.98 dB 20633 77506 16 Locked 256QAM 87 897.00 MHz 1.90 dBmV 38.98 dB 20082 75504 17 Locked 256QAM 88 903.00 MHz 1.10 dBmV 38.98 dB 455873 2308291 18 Locked 256QAM 89 909.00 MHz 1.20 dBmV 38.61 dB 1399522 9274155 19 Locked 256QAM 90 915.00 MHz 1.20 dBmV 40.37 dB 1640914 11386982 20 Locked 256QAM 91 921.00 MHz 1.40 dBmV 38.98 dB 1930996 13509996 21 Locked 256QAM 92 927.00 MHz 1.80 dBmV 38.98 dB 1096600 7529472 22 Locked 256QAM 93 933.00 MHz 1.60 dBmV 38.61 dB 27944 132417 23 Locked 256QAM 95 945.00 MHz 2.00 dBmV 38.61 dB 24671 116279 24 Locked 256QAM 96 951.00 MHz 2.60 dBmV 40.37 dB 20379 943540Views0likes0CommentsRe: Not using all Modem Channels & A *LOT* of channel uncorrectables for some channels.
I should also add that the line tech said the T3 and T4 error counts were *way* too high after just a couple of minutes of the modem being on. Arris told me that even if the modem is replaced those T3 and T4 errors means Cox needs to fix problems at the Node or further back or else my connection will still have problems. Is there some magic words I need to use to get Cox to fix those problems?7Views0likes0CommentsRe: Not using all Modem Channels & A *LOT* of channel uncorrectables for some channels.
Line tech came out today. He didn't really know much about what I was talking about with uncorrectable errors, but he was happy to check the line coming in and see if anything obvious was going on. The drop to the house was due for replacement as they don't even have a record of how old it is, but he would have to schedule that part. At the drop box he removed an old data trap that was no longer being used. Then further down the line he changed out my 3-way splitter to a 2-way. This pretty much gave me signal levels at +/- 2 dBmV with most hovering right around 0 - so the signal level is perfect. But the errors got worse afterwards. The line tech said the very likely culprit is the SB6190 modem I have. The current status after 5 hours of uptime are listed below. What does everyone think I should do? Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 94 939.00 MHz 0.20 dBmV 38.98 dB 130 63 2 Locked 256QAM 73 813.00 MHz -1.10 dBmV 38.61 dB 659 1197 3 Locked 256QAM 74 819.00 MHz -0.30 dBmV 38.98 dB 485 1175 4 Locked 256QAM 75 825.00 MHz 0.20 dBmV 38.61 dB 839 4075 5 Locked 256QAM 76 831.00 MHz 0.40 dBmV 38.98 dB 532 3206 6 Locked 256QAM 77 837.00 MHz 0.50 dBmV 38.61 dB 448 2301 7 Locked 256QAM 78 843.00 MHz 0.50 dBmV 38.98 dB 367 134 8 Locked 256QAM 79 849.00 MHz 0.40 dBmV 38.61 dB 266 132 9 Locked 256QAM 80 855.00 MHz 0.80 dBmV 38.98 dB 284 1023 10 Locked 256QAM 81 861.00 MHz 0.60 dBmV 38.98 dB 290 1031 11 Locked 256QAM 82 867.00 MHz 0.20 dBmV 38.98 dB 167 85 12 Locked 256QAM 83 873.00 MHz -0.30 dBmV 38.61 dB 197 0 13 Locked 256QAM 84 879.00 MHz -0.60 dBmV 38.61 dB 199 0 14 Locked 256QAM 85 885.00 MHz 0.00 dBmV 38.61 dB 84 0 15 Locked 256QAM 86 891.00 MHz 0.20 dBmV 38.61 dB 231 1218 16 Locked 256QAM 87 897.00 MHz 0.00 dBmV 38.61 dB 311 2170 17 Locked 256QAM 88 903.00 MHz -0.40 dBmV 38.61 dB 23839 124597 18 Locked 256QAM 89 909.00 MHz -0.20 dBmV 38.61 dB 71921 514423 19 Locked 256QAM 90 915.00 MHz 0.00 dBmV 38.61 dB 70530 492331 20 Locked 256QAM 91 921.00 MHz 0.20 dBmV 38.98 dB 69272 500817 21 Locked 256QAM 92 927.00 MHz 0.50 dBmV 38.98 dB 40019 265099 22 Locked 256QAM 93 933.00 MHz 0.20 dBmV 38.61 dB 171 1021 23 Locked 256QAM 95 945.00 MHz 0.60 dBmV 38.61 dB 38 31 24 Locked 256QAM 96 951.00 MHz 1.40 dBmV 38.98 dB 0 00Views0likes0CommentsRe: Not using all Modem Channels & A *LOT* of channel uncorrectables for some channels.
I called Arris (modem manufacturer) to see what they said, and they're telling me the signal levels are out of spec. They're saying the modem will only work right within +/- 5 dBmV, and that once you get close to +/- 7 dBmV that the modem will start having issues. Arris did recommend hard resetting the modem's configuration - there's a pinhole on the back of the modem to let the owner do that - but it's not made any discernable difference. My question is - Is there any way for me to know that Cox will send someone out who specifically will make sure my signal levels are within +/- 5 dBmV? Every past tech sent out told me they only had to make sure it was within +/- 10 dBmV. Arris claims there's nothing they can do unless Cox gets the signal levels right. I don't want to pay for a service call simply because Arris has higher standards than Cox. Here is my current status after 2 hours of uptime. Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 94 939.00 MHz -6.40 dBmV 37.64 dB 20 0 2 Locked 256QAM 73 813.00 MHz -6.00 dBmV 38.61 dB 29 0 3 Locked 256QAM 74 819.00 MHz -5.30 dBmV 38.61 dB 5 0 4 Locked 256QAM 75 825.00 MHz -5.10 dBmV 38.98 dB 4 0 5 Locked 256QAM 76 831.00 MHz -4.90 dBmV 38.61 dB 1 0 6 Locked 256QAM 77 837.00 MHz -5.10 dBmV 38.98 dB 5 0 7 Locked 256QAM 78 843.00 MHz -5.50 dBmV 38.61 dB 7 0 8 Locked 256QAM 79 849.00 MHz -6.00 dBmV 38.61 dB 8 0 9 Locked 256QAM 80 855.00 MHz -5.70 dBmV 38.61 dB 2 0 10 Locked 256QAM 81 861.00 MHz -5.90 dBmV 38.98 dB 2 0 11 Locked 256QAM 82 867.00 MHz -6.60 dBmV 37.64 dB 4 0 12 Locked 256QAM 83 873.00 MHz -7.00 dBmV 37.64 dB 4 0 13 Locked 256QAM 84 879.00 MHz -6.80 dBmV 37.64 dB 7 0 14 Locked 256QAM 85 885.00 MHz -6.40 dBmV 38.26 dB 6 0 15 Locked 256QAM 86 891.00 MHz -6.10 dBmV 37.64 dB 19 0 16 Locked 256QAM 87 897.00 MHz -5.90 dBmV 38.61 dB 0 0 17 Locked 256QAM 88 903.00 MHz -6.70 dBmV 37.64 dB 21718 165103 18 Locked 256QAM 89 909.00 MHz -6.70 dBmV 37.64 dB 34822 270206 19 Locked 256QAM 90 915.00 MHz -6.40 dBmV 38.61 dB 33179 240578 20 Locked 256QAM 91 921.00 MHz -6.30 dBmV 38.98 dB 33939 259481 21 Locked 256QAM 92 927.00 MHz -5.90 dBmV 37.64 dB 20965 161370 22 Locked 256QAM 93 933.00 MHz -6.20 dBmV 37.64 dB 0 0 23 Locked 256QAM 95 945.00 MHz -6.00 dBmV 38.61 dB 0 0 24 Locked 256QAM 96 951.00 MHz -5.40 dBmV 38.98 dB 0 00Views0likes0CommentsRe: Not using all Modem Channels & A *LOT* of channel uncorrectables for some channels.
I've reset the modem & had it reprovisioned more times than I can count at this point. Each time I call Cox about it I get a different answer. 1. That I'm not supposed to access the modem and view that information 2. That errors are normal and not to worry about it. 3. That they can only send a tech out, but if it turns out to be the modem then I'll pay $100 for a service call. So before I either get an RMA on the modem or pay $100 for a service call I wanted to see if there was something more to be gleaned. I'm really hoping to just be able to ride out the SB6190 till the DOCSIS 3.1 modems are out.15Views0likes0CommentsNot using all Modem Channels & A *LOT* of channel uncorrectables for some channels.
Hoping a Cox community support agent can help here. For any non-Cox readers I have Ultimate service (but would possibly commit war crimes to get Gigablast). I finally have the right service level after Cox kept provisioning me down because their records kept reporting me to have a cable modem that only had 8 downstream and 4 upstream channels. I'd call and say that I had a SB6190 with 32 downstream channels and 8 upstream channels...and I'd be told such a product didn't exist. I'd argue that all they had to do was google SB6190 and they'd see it widely available. Finally they'd relent and put that modem on my account. Two weeks would pass and I'd be re provisioned back down to 8x4. I finally got a nerdy sounding girl on the phone who believed me because it was doubtful an average person even knew what channels were and she said she'd opened up an "ancient POS system no one uses anymore" to fix my account. I'm now able to get 24 channels down, and 4 up. So Question 1 - Is it possible to get 32 channels down and 8 channels up in my service area? Next is the number of uncorrectables I have in my downstream. I've noticed massive swings in throughput of data - basically dropping from 10+ MB/s downsteam to maybe 100 KB/s downstream and vacillating back and forth. I'm wondering if the above Question 1 plays into this, but further wondering if the following channel information is dispositive on the issue. Question 2 - Are these uncorrectable levels normal? In the event the below copy/paste does not display properly for the viewer please note that for each channel listed the 2nd to last number is the number of Correctables and the final number is the number of Uncorrectables. Channels 16-20 seem to be having the most problems. Additional Pertinent Informaiton - My service is Internet & Phone only. The line enters the home, has one splitter (supplied by Cox during install), and then goes to the internet modem & the phone modem directly since I have everything centrally wired in my home. All coax sockets in the home are completely disconnected. All fittings were re-done by Cox during install. I've checked the connectors and all are firmly seated. No signal boosting equipment or any other equipment is on the Coax line to add noise. Total Uptime For this Data is 3 Days, 6 hours, 20 minutes Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 80 855.00 MHz -4.80 dBmV 38.61 dB 957 2050 2 Locked 256QAM 73 813.00 MHz -5.40 dBmV 38.61 dB 3688 57 3 Locked 256QAM 74 819.00 MHz -4.90 dBmV 38.61 dB 2174 81 4 Locked 256QAM 75 825.00 MHz -4.80 dBmV 38.61 dB 1064 85 5 Locked 256QAM 76 831.00 MHz -4.80 dBmV 38.61 dB 849 104 6 Locked 256QAM 77 837.00 MHz -4.90 dBmV 38.61 dB 1400 1117 7 Locked 256QAM 78 843.00 MHz -5.30 dBmV 38.61 dB 1643 2143 8 Locked 256QAM 79 849.00 MHz -5.50 dBmV 38.98 dB 1911 1925 9 Locked 256QAM 81 861.00 MHz -4.80 dBmV 38.61 dB 1060 1892 10 Locked 256QAM 82 867.00 MHz -5.30 dBmV 37.64 dB 1305 1940 11 Locked 256QAM 83 873.00 MHz -5.70 dBmV 38.98 dB 1426 65 12 Locked 256QAM 84 879.00 MHz -5.90 dBmV 37.64 dB 1258 55 13 Locked 256QAM 85 885.00 MHz -5.70 dBmV 37.64 dB 613 54 14 Locked 256QAM 86 891.00 MHz -5.80 dBmV 37.64 dB 359 57 15 Locked 256QAM 87 897.00 MHz -5.90 dBmV 38.61 dB 345 76 16 Locked 256QAM 88 903.00 MHz -6.60 dBmV 38.61 dB 911876 6641760 17 Locked 256QAM 89 909.00 MHz -6.60 dBmV 37.64 dB 1463954 11047220 18 Locked 256QAM 90 915.00 MHz -6.10 dBmV 38.61 dB 1490111 11054861 19 Locked 256QAM 91 921.00 MHz -5.60 dBmV 38.61 dB 1342435 10162222 20 Locked 256QAM 92 927.00 MHz -5.00 dBmV 38.61 dB 806356 6009483 21 Locked 256QAM 93 933.00 MHz -5.10 dBmV 38.61 dB 489 1725 22 Locked 256QAM 94 939.00 MHz -4.80 dBmV 38.98 dB 552 1767 23 Locked 256QAM 95 945.00 MHz -4.30 dBmV 38.98 dB 84 86 24 Locked 256QAM 96 951.00 MHz -3.80 dBmV 38.61 dB 70 338.8KViews0likes12CommentsRe: Upload speed only 2/3rds of what I should be receiving.
Yes the connection isn't an issue and I'm in Oklahoma. The issue with the modem, as explained to my by tech support, was that they have a record of what modem you have. If the modem isn't up to their specs - which with Ultimate they require at least 24 downstream channels and 4 upstream channels - then they won't even provision you for the full service level. So despite me having a 32 / 8 modem, and telling Cox this when I registered the modem on the network, they didn't record it properly and accordingly provisioned my service down. Doesn't explain the upstream issue, though, now that I have the proper service provisioning.0Views0likes0Comments