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BClay619

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connection dropping

Hello, looking for some help here. I have recently upgraded to a new modem and router and my connection will drop for both wireless and wired connections at random times. I'm running two online gaming consoles at the same time on my network. The modem is a Netgear CM400 The router is a Asus RT-AC87U A pc and xbox one are hard wired to the router while a second xbox one connects via wifi. I have pulled the following data from my modem, hopefully this well help give some guidance on what is going wrong. Startup Procedure Procedure Status Comment Acquire Downstream Channel 813000000 Hz Locked Connectivity State Ok Operational Boot State -- -- Configuration File -- -- Security Enabled BPI+ Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables 1 Locked QAM 256 49 813000000 Hz -9.3 dBmV 35.4 dB 0 527 2 Locked QAM 256 50 819000000 Hz -9.6 dBmV 35.4 dB 0 1519 3 Locked QAM 256 51 825000000 Hz -9.7 dBmV 35.5 dB 0 547 4 Locked QAM 256 52 831000000 Hz -9.6 dBmV 35.2 dB 0 543 5 Locked QAM 256 57 861000000 Hz -9.5 dBmV 35.9 dB 44 579 6 Locked QAM 256 58 867000000 Hz -9.7 dBmV 36.1 dB 74 580 7 Locked QAM 256 59 873000000 Hz -10.1 dBmV 36.1 dB 42 662 8 Locked QAM 256 60 879000000 Hz -10.7 dBmV 35.9 dB 22 1454 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 1 5120 Ksym/sec 25956000 Hz 51.0 dBmV 2 Locked ATDMA 2 5120 Ksym/sec 32484000 Hz 51.0 dBmV 3 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 51.0 dBmV 4 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 51.0 dBmV

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Health_Edge

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Your signal levels look weak. Do you have any splitters that you don't use that you can bypass? If not, could you describe how the cable wiring gets from outside to the modem? 

Also, when the resets occur, do the lights change on the modem? Anything in the modem logs? See page 15-16 for instructions how.

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BClay619

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I am using a splitter, I just installed a new one minutes ago incase the old one has gone bad, its a 3GHz if that info is helpful at all. The modem is connected to the wall jack via the above mentioned splitter, the connection is shared with a cable going to my cable box (Explorer 4240HDC) The room for my PC and TV only has one wall jack so I don't have an option of not using a splitter. When the modem is reset the lights will go orange and then off, they will cycle in the following order power, downstream, upstream, internet then Ethernet. I will list the most recent modem logs, of note I did just swap the splitter so not sure if this data will be helpful or will need to wait until the next time the connection drops out. Thanks for your assistance! Feb 14 12:48:53 2015 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Feb 14 12:48:53 2015 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Feb 14 12:48:53 2015 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Feb 14 12:48:53 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 12:50:17 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out Feb 14 12:50:35 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 12:51:06 2015 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Feb 14 12:51:06 2015 Notice (6) TLV-11 - unrecognized OID Feb 14 12:51:48 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 12:52:18 2015 Critical (3) Ranging Request Retries exhausted Feb 14 12:52:18 2015 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Feb 14 12:52:18 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 12:53:43 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out Feb 14 12:54:00 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 12:54:39 2015 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Feb 14 12:54:39 2015 Notice (6) TLV-11 - unrecognized OID Feb 14 12:55:20 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 12:55:50 2015 Critical (3) Ranging Request Retries exhausted Feb 14 12:55:50 2015 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Feb 14 12:55:50 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 12:57:15 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out Feb 14 12:57:34 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 12:58:12 2015 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Feb 14 12:58:12 2015 Notice (6) TLV-11 - unrecognized OID Feb 14 12:58:22 2015 Critical (3) SYNC Timing Synchronization failure - Loss of Sync Feb 14 12:58:28 2015 Warning (5) Lost MDD Timeout Feb 14 12:59:47 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out Feb 14 13:01:39 2015 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Feb 14 13:01:39 2015 Notice (6) TLV-11 - unrecognized OID Feb 14 13:01:40 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 13:02:43 2015 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Feb 14 13:02:43 2015 Notice (6) TLV-11 - unrecognized OID Feb 14 13:06:24 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 13:07:09 2015 Critical (3) Ranging Request Retries exhausted Feb 14 13:07:09 2015 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted Feb 14 13:07:09 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 13:08:34 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out Feb 14 13:08:50 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 13:09:18 2015 Critical (3) Unicast Ranging Received Abort Response - initializing MAC Feb 14 13:09:18 2015 Critical (3) No Ranging Response received - T3 time-out Feb 14 13:10:28 2015 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Feb 14 13:10:29 2015 Notice (6) TLV-11 - unrecognized OID

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Sounds like you need a technician then. That outlet doesn't have enough signal to have a splitter on it, which halfs it. Do you know anything about the wiring where the cable line comes from the outside(pole)?

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BClay619

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The box is located on the exterior wall of my garage

how would I go about scheduling a tech to come by?

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I meant more if there were any other splitters or connectors you could check/bypass. But nevermind. To schedule a Technician, you would need to call Cox, or Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. Just reference this thread.

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EdwardH

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The modem there is not showing any response from our end so it does sound like it is a signal based problem with the Cable line. To scheduled the technician please email us at cox.help@cox.com with the street address and name on the account and we can go from there.
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