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KrisJ

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Cable modem constantly drops, requires reboot to reconnect

I have a 3 year old ARRIS SURFboard SB6141 DOCSIS 3.0 Cable Modem connected to an Apple Airport Extreme. I previously had issues with the Airport Extreme related to Cox's rollout of IPv6 but I resolved it using the recommended configuration changes, and everything has been fine for nearly a year, when suddenly in the past couple weeks my cable modem has been dropping out at least once a day, up to 5+ times. I've called Cox tech support 4 times already and they upgraded my firmware, but the issue keeps happening. This does not appear to be a router or wifi issue, the router doesn't require a reboot and RSSI values are fine, no configuration changes on that end.

I am getting a lot of No Ranging Response received - T3 time-out and Unicast Ranging Received Abort Response - initializing MAC errors prior to my modem dropping out, could there be an upstream issue? They also don't seem to have much to do with when the modem drops; I can't find a correlation between events in the log and the modem going into a borked state. Once the connection drops I'm also unable to reach the router's configuration page via its IP address, though if I hit it right away sometimes it'll load. 

Logs below.

DownstreamBonding Channel Value
Channel ID 70  65  66  67  68  69  71  72 
Frequency 939000000 Hz  909000000 Hz  915000000 Hz  921000000 Hz  927000000 Hz  933000000 Hz  945000000 Hz  951000000 Hz 
Signal to Noise Ratio 37 dB  38 dB  38 dB  37 dB  37 dB  37 dB  37 dB  37 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
7 dBmV   8 dBmV   8 dBmV   8 dBmV   7 dBmV   7 dBmV   6 dBmV   6 dBmV  

UpstreamBonding Channel Value
Channel ID 4  1  2  3 
Frequency 17600000 Hz  25800000 Hz  32200000 Hz  38600000 Hz 
Ranging Service ID 35  35  35  35 
Symbol Rate 2.560 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 44 dBmV  45 dBmV  46 dBmV  47 dBmV 
Upstream Modulation [3] QPSK
[2] 16QAM
[3] 64QAM
 		 [3] 16QAM
[3] 64QAM
 		 [3] 16QAM
[3] 64QAM
 		 [3] 16QAM
[3] 64QAM
 
Ranging Status Success  Success  Success  Success 

Signal Stats (Codewords)Bonding Channel Value
Channel ID 70  65  66  67  68  69  71  72 
Total Unerrored Codewords 412845559  412828812  412854477  412837083  412820649  412821824  412820530  412823289 
Total Correctable Codewords 47  5  38  11  42  24  32  27 
Total Uncorrectable Codewords 1723  1431  1344  1394  1583  1519  1523  1537 

TimePriorityCodeMessage
Jan 01 2017 18:52:03 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 18:52:03 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:42:40 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:42:40 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:41:54 6-Notice N/A Cable Modem Reboot from Software upgrade ;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:41:52 6-Notice E111.0 SW download Successful - Via NMS
Jan 01 2017 11:40:27 6-Notice E101.0 SW Download INIT - Via NMS
Jan 01 2017 11:38:55 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:38:55 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:38:11 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:38:10 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:37:14 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:37:14 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Dec 31 2016 21:34:09 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Dec 31 2016 21:34:09 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 31 2016 18:27:58 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;

Discussions

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D

DerrickW

Valued Contributor

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1.2K Messages

Hi KrisJ,

Does the modem share an outlet with a cable box, any splitters connected? Losing internet connectivity should not stop you from logging into the router using the IP because it does not require an internet connection. Have you noticed a change in the lights on the modem when you lose connection?

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Vader001

New Contributor

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1 Message

I too, have had this problem occurring daily now. Cox support says it is probably the firmware. That firmware was released in April of 2016 to prevent reset through malware, to the modem defaults. I don't buy that answer since there are multiple installations of this modem in the Cox network. It seems to start with Upstream channels dropping out. Here is what my modem looks like:

DownstreamBonding Channel Value
Channel ID 178  177  179  180  181  182  183  184 
Frequency 855000000 Hz  849000000 Hz  861000000 Hz  867000000 Hz  873000000 Hz  879000000 Hz  885000000 Hz  891000000 Hz 
Signal to Noise Ratio 37 dB  37 dB  36 dB  36 dB  36 dB  36 dB  36 dB  36 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-1 dBmV   -1 dBmV   -2 dBmV   -2 dBmV   -2 dBmV   -2 dBmV   -2 dBmV   -2 dBmV  

UpstreamBonding Channel Value
Channel ID 2  1  3  4 
Frequency 23300000 Hz  18400000 Hz  29800000 Hz  36300000 Hz 
Ranging Service ID 1500  1500  1500  1500 
Symbol Rate 5.120 Msym/sec  2.560 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 36 dBmV  35 dBmV  37 dBmV  38 dBmV 
Upstream Modulation [3] 16QAM
[3] 64QAM
 		 [3] QPSK
[2] 16QAM
[3] 64QAM
 		 [3] 16QAM
[3] 64QAM
 		 [3] 16QAM
[3] 64QAM
 
Ranging Status Aborted  Success  Aborted  Success 

Signal Stats (Codewords)Bonding Channel Value
Channel ID 178  177  179  180  181  182  183  184 
Total Unerrored Codewords 769363128  769381368  769373298  769390680  769329051  769358756  769385499  769384807 
Total Correctable Codewords 294  14  29  29  34  72  85  47 
Total Uncorrectable Codewords 2960  3136  2951  3146  2926  3229  3064  2993 

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Cox_Lies_about_

New Contributor

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2 Messages

Cox doesn't follow through with their agents' promises to adjust a customer's monthly statement.

They over-promise, over-charge, and deliver too little, or no service.  They do not discount for all of the days when their services don't work at all.

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Tecknowhelp

Valued Contributor II

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2.8K Messages

Has it been happening since January 1? If so, looks like bad firmware after a update. However before that, there are a lot of power resets. Is that you resetting it?

Jan 01 2017 11:41:54 6-Notice N/A Cable Modem Reboot from Software upgrade ;CM-MAC=90:3e:ab:66:f7:e8;CMTS-MAC=bc:16:65:27:85:8a;CM-QOS=1.1;CM-VER=3.0;
Jan 01 2017 11:41:52 6-Notice E111.0 SW download Successful - Via NMS
Jan 01 2017 11:40:27 6-Notice E101.0 SW Download INIT - Via NMS

"Once the connection drops I'm also unable to reach the router's configuration page via its IP address, "

That's a different thing. What kind of router do you have? What is it's IP? Can you still ping that IP?

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ReneeG

Former Moderator

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980 Messages

Hi Cox Lies about adjusting my bill,

We'd be happy to review the account and address your concerns, however, we're unfortunately unable to discuss billing issues in a public technical forum. Please email our team at cox.help@cox.com. Be sure to include your name, complete address, the last four of your SSN, and your issue.

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Cox_Lies_about_

New Contributor

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2 Messages

I was promised a "Loyalty" discount because I've been dumb enough to believe that my invoice or statement would be adjusted through the "loyalty department".  I was lied to again!

NO ONE AT COX CARES IF I REMAIN A CUSTOMER OR NOT!

I'M GOING TO PUT AN ANTENNA IN MY ATTIC AND TELL THEM TO PUT THEIR UNRELIABLE HOME PHONE SERVICE, INTERNET SERVICE, AND TELEVISION SERVICE WHERE THE SUN DOESN'T SHINE.

I DON'T LIKE DOING BUSINESS WITH A DISORGANIZED, DISHONEST, LYING MONOPOLY

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NicholeC

Moderator

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885 Messages

@Cox Lies about adjusting my bill:

The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox High Speed Internet services with other customers. If you need help with billing or other account specific issues, please reach us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.

Thank you,

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