New Contributor II
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5 Messages
Connect Disconnect Issues with Cisco DPC3010 Cable Modem
Recently my DPC3010 (1 year old) has been disconnecting from Cox and trying to reconnect with many failed attempts. This happens at any time and it can try to connect over many days with no success. All of the 3 green lights go out, it goes through the connection sequence, gets to the last green light, and then all 3 green lights flash 3 times and the sequence starts over. This can go on for an hour or many hours. It happens even when no Cat 5 cable is plugged into the back of the modem so don't ask any router questions!
When the modem does connect, all 8 download channels and 4 upload channels show a solid 40 db S/N ratio and the power levels are perfect. Sometimes it even stays connected for many hours. A Cox tech came out and cut all of my cables and installed new connectors from the street right to the back of my modem. My modem goes direct to the Cox box on the street and there are no splitters anywhere. No success. The Cox tech said "maybe the modem is going bad" and he could not do anything else. I have asked Cox to check the wiring and signals from their box mounted on the telephone pole back to the Cox central modem but so far no one has showed up.
So what can I do beside ask for a credit from Cox????????????
Software Version: d3000-v302r125533-120716a-COX
Firmware Build: Jul 16 17:16:46 2012
Also, note I pay for 50 mps service but have never gotten anything higher than 22 mps download and 4 mps upload but hey all of the companies lie on speed capabilities so I'm not gonna waste my time on that issue!
Accepted Solution
wango
New Contributor II
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5 Messages
10 years ago
Problem solved by Cox Moderator. They were able to read my modem event log and found good connection but problems with electrical power. I unplugged my AC Power Adapter and found it was putting out 22 Volts DC instead of 12 volts DC (ouch). I plugged in a good power adapter and the modem now works fine!
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Health_Edge
Valued Contributor III
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4.2K Messages
10 years ago
How is your upstream levels? Sounds like it's acquiring downstream and upstream (first two lights) but then is having a hard time registering with Cox. Do you know what state of the DOCSIS process it fails at (DHCP/TFTP/etc)? Should be able to see that right above the signal levels, but you will need to watch as the modem has the problem.
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wango
New Contributor II
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5 Messages
10 years ago
I only get Downstream Channel 1 when it fails to connect and none of the other 7. No upstream channels either. Yes, the last green light blinks and never gets to full on before all 3 blink and all go off.
Power Level: Signal to Noise Ratio:
Channel 1
-3.2 dBmV 40.6 dB
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Health_Edge
Valued Contributor III
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4.2K Messages
10 years ago
Ok, so its acquiring downstream/upstream but then can't channel bond. With great signal levels too...weird. Maybe a moderator will be able to see something in your modem logs or something we can't see? Sorry I couldn't help
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wango
New Contributor II
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5 Messages
10 years ago
Does it sound like a modem "going bad"? I was told they either work or don't work and don't just "sometimes work".
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wango
New Contributor II
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5 Messages
10 years ago
Also seen was the following:
DOCSIS Downstream Scanning:
Completed
DOCSIS Ranging:
Completed
DOCSIS DHCP:
Completed
DOCSIS TFTP:
Completed
DOCSIS Data Reg Complete:
Completed
DOCSIS Privacy:
Disabled
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Health_Edge
Valued Contributor III
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4.2K Messages
10 years ago
It almost never is a hardware problem with the modem. The vast amount of time, a bonding issue is a signal problem, other times it's work they are doing in the area. Alot less often it's a firmware issue, or even a config file problem. I think in your case it's a signal issue, just not a obvious one. I'm hoping a moderator might assist, since they have tools which allow a broader scope of the problem, and can see signal variances that the modem isn't sophisticated enough to detect.
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EdwardH
Valued Contributor
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755 Messages
10 years ago
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