Another Problem with Frequent Disconnects

The signal levels for downstream and upstream are both out of range, the downstream is bad enough that I am surprised we are still getting any response from it currently. The logs do show the T3 timeouts and DHCP renew errors though they are likely tied to the signal dropping or going out of range causing the disconnects. Two things I would want to check before we move to having a technician check the lines, is there a splitter between that modem and the outlet and when you pull the logs for the downstream power level does it change through the day or is it staying close to -19 db each time?

Edward,

There is a splitter on the line as it services the modem and the primary television in the house.  When the cox serviceperson came by last he said he increased the signal strength on that jack to support the fact that there was a splitter.  It worked well off and on, but now its almost impossible to hold an internet connection.

As for power level it does appear to change through the day. Sometimes its around -14 db sometimes its a little "higher" than -19db.

I tried bypassing the splitter since I wasn't getting any access and this is the result:

Cox service reps,

I took your advice and moved the modem to a different cable jack.  Things seemed to go well for a while, but now I am back to the same issue.  The modem has reset itself several times this morning and has caused problems with my accessing the internet.  I have attached the new logs from the modem below.

Ed

Tiffany,

When I said that everything was fine initially, what I mean is that things worked as they should for a period of 1.5 days with no noticeable disconnects.  Do either of the logs suggest to you that the modem is the issue?  The issues with the disconnects preceded this modem, which is only 19 months old. The previous Cox supplied modem had similar problems and I believed that a new one might be the answer. I am not sure that I was correct.  

What would a service call do to correct this issue?  The last time I had a tech out there were no problems while he was here, and he said that he couldn't identify any problem at that time.  He attempted to boost the signal strength, and that was all he could think of trying.  Needless to say, that didn't correct the issue.  I am not trying to be presumptuous, but I don't want to waste your tech's time or mine if there isn't a specific course of action that you believe might remedy this issue.  Having the tech come and look at the same readings that I sent you isn't going to fix anything, and if there are no ways to replicate the problems on demand how can I be sure that the tech is going to know what to look for or to test against.

Thanks,

IJM

It has been several days since I've received any feedback on this issue.  Would someone please respond to my last reply?

The DCC-ACK errors on the 2nd posting of logs are errors on the modem not completing its verification for a Ip address, which is likely where the resets or continued loss of sync are happening. The modem hardware failing is the most likely cause of that seeing the firmware is showing correctly. Just to check is there a pattern or something being done that causes it to drop more often or is it totally random when you notice it?