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New Contributor
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Continuity of Service
Hi,
I keep having the same very frustrating challenges with my continuity of service. I recently moved into a new home and the service to this home from cox is horrible. I have maintained the same bandwidth package for a couple of years, with Cox, and it has never been an issue for us when watching Netflix or Hulu. In this home I frequently get a disconnected signal or my download speed goes to between 2-3 megs to no connection at all; I have the 25mb download package.
When speaking with tech support they ask me to perform a download speed test. What I find extremely aggravating is that, while troubleshooting this issue the speed test wont work, will download at around 2-3 megs or it will timeout. Eventually after 10-15 minutes of trying with tech support on the phone the signal will come back around, and the tech support staff will give me a "there you go, problem solved". My problem is not with bursts of bandwidth; my challenge is with continuity of service. When this issue happens I review the logs within my modem and I continuously see these errors:
|
Fri Oct 11 20:08:41 2013 |
Warning (5) |
MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=70:ca:9b:a7:9a:61;CM-QOS=1.1;CM-VER=3.0; |
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Fri Oct 11 19:47:14 2013 |
Critical (3) |
Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=70:ca:9b:a7:9a:61;CM-QOS=1.1;CM-VER=3.0; |
I have recently gone into a cox solutions store and replaced my modem, assuming it was a hardware failure. This new modem has the exact same issues as the one before where it reports continuously critical errors.
I need help resolving this or I am with the wrong ISP provider.
Thank you
Trikein
Contributor III
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Looks like a low downstream power level if I had to guess. What are the signal levels? You can find them at 192.168.100.1 If not, then you probably have a mode/router gateway, and if so, what is the model number?
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Continuos_Signa
New Contributor
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Hi Trikein,
I have a Netgear CG3000D-RG and here are my signal levels:
Is there anything that looks relevant in there?
Thanks
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Trikein
Contributor III
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Wow, that signal is bad. Im amazed the modem is even online. Any representative that let you off the phone after seeing those signal needs a vacation. Downstream power level should be between -10 and +10, Upstream power level should be below 50, but most problematic is the downstream SNR should be above 35 atleast. My guess would be old wiring in the unit. Is it a multi dwelling home or apartment complex? Can you explain how the cable wire gets from the road to the room your modem is in?
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Continuos_Signa
New Contributor
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Thanks for the feedback.
To be honest with you no one has ever asked for this information before. I have opened at least 7-8 tickets within 2 months and all they say is, I will re-provision your modem or the speed test shows your ok (even after many failed attempts within the same technical support incident, where I have no signal at all). With regards to the property, its a regular single family home.
After all of the issues I have been having I decided to remove the internal cabling out of the equation and connect directly to the cox cable feed in my garage. Does this mean the cable coming into my house from Cox is old wiring? What steps do I take to get it resolved? I feel like I have wasted so much of my time and paid for months to be told the same story by tech support.
What steps should I take next to get my issue resolved?
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Trikein
Contributor III
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So those signal levels above are with the modem connected directly to the feed from the garage? Or did you do that after to isolate? If so, what are the signal levels after hooking it up in the garage?
If its older wiring it's probably RG59 when really you want RG6. The difference is RG6 has more EMI shielding (foil and stuff) and a thicker copper wire down the middle. Thicker wire means less resistance, which means less loss per foot of coaxial. For outside you usually want RG11. This has a even thicker middle wire but is easiest to spot by the much heavier duty connector at the end and is generally less flexible.
So if your signals aren't atleast (they should be better then) the specs I mentioned in my first post, then you probably need a Cox technicians to look at your drop(coaxal from street to side of house). I think it might need to be replaced.
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Continuos_Signa
New Contributor
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Hi Tiffany,
I went forward and replace the wiring in my house and my results have never been better. I replaced all cabling in my house with RG6 and placed CAT6 in each outlet while I was at it. Seems like replacing the coaxial cable worked. This is the status of my cable modem. Is this a good signal? Also, I have a question regarding the splitter. If I get a coax amplifier for home distribution, does that help me improve my internet speeds?
Thanks a lot for your help Trikein and Tiffany.
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KipK
Former Moderator
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There doesn't appear to be any need for an amp. It would actually make that one very minor issue worse, and wouldn't improve anything. (We try to avoid amps unless they're absolutely necessary, for things like really long cable runs or very large numbers of outlets.)
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