Dropping Connection -- SB 6120 Log

What I'm seeing from this end is one of the channels appears to be taking elevated error rates.  Replacing the splitter if it appears old might be a good first step.  The ones we install are 5-1000Mhz.  We sell them at our solutions stores or you could find one with similar ratings at many electronics retailers.

Hey ChrisL, thanks so much for the reply!  I'll give swapping out the splitter a go.  Could we leave this thread open until I swap it out and report back?

Thanks again!

Just swapped out the splitter with a 5-1Ghz splitter.  Just posting this as a baseline:

I am getting a similar problem and got a standard Cox boilerplate response. Mine started about 3 weeks ago with intermittent errors, then 2 nights ago it was down for about 2 hours. Any luck on solving your problem?

Apr 17 2012 02:29:23 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=3c:75:4a:75:3c:8b;CMTS-MAC=64:00:f1:40:05:8d;CM-QOS=1.1;CM-V
ER=3.0;

Apr 17 2012 01:01:42 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=3c:75:4a:75:3c:8b;CMTS-MAC=64:00:f1:40:05:8d;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:22:36 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:75:4a:75:3c:8b;CMTS-MAC=64:00:f1:40:05:8d;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:20:38 3-Critical D01.0 DHCP FAILED - Discover sent, no offer received;CM-MAC=3c:75:4a:75:3c:8b;CMTS-MAC=64:00:f1:40:05:8d;CM-QOS=1.1;CM-VER=3.0;

This happens to me intermittently at least once, if not twice during the week, typically during the daytime.

It is getting pretty annoying... especially since it has dropped 10 times just in the time I have tried post this response...

Maybe I need to consider AT&T U-Verse...

I'm having the same issue and when I called Cox they said they don't have a firmware upgrade for this modem. They also said to contact Motorola to get upgraded firmware or return the modem. Motorola said they only supply firmware to ISP's and returning it is going to be a hassle because I purchased it online. I think I'm getting the run-around from Cox....

Called Cox back today and they upgraded the firmware to 1.0.5.1. From what the tech on the phone said, it didn't fix the problem though so they are sending a tech over tomorrow afternoon. I'll reply after that visit to report what happened. The guy on the phone thought 2 things could be the culprit, either some sort of leak in their cable lines somewhere in my neighborhood, or a faulty modem.

Edit 6/11/12: The tech came last Thursday and noticed that the power levels for downstream and upstream were too low. He upped the dBmV of both and my connection stayed connected for almost 4 days straight. Now this morning, it's back to resetting and SYNC failures all over again. I'll be calling Cox again, probably tomorrow as I am too busy today. 

U-Verse is a joke, it's DSL that's made to look like cable, but it's still lousy DSL speeds. Trust me, from someone who went  from Cox Cable HSI to AT&T U-Verse than back to Cox, it's not worth it!

I have a SB6120 and have the same issue. It freezes up, it drops the connection. I have to reboot it several times every night. Sometimes it is ok for a couple weeks and sometimes it is every day. Contacted cox on chat and they gave me a link to the approved modems and told me to call the 800 number. I have had my levels checked several times. I am an IT professional so I reran all my coax and I don't have any splitters because I am using cox only for voice and data.

This modem is reported to have issues on cox's network all over the country. Serveral modems on cox's approved list are no longer made or supported.

Since cox controls the firmware and does not share the current firmware they are pushing - what is the current firmware for this modem?

Does cox let anyone know any realiability/trouble call numbers of the modems on their approved list?

Basically before I drop another $100 plus on a modem I want to know it is the most reliable that cox recommends.

If you could post your modme log and signal statistics I could check for issues.  As for firmware the current version approved for the 612x on our network is 1.0.5.1.

Sure. Here are the items you requested. Including last night's reboot:

As I suspected there are definitely signal quality issues affecting your connection.  The dowsntream levels in particular are well outside of minimum specification.  Acceptable values for a 3.0 modem are -10 to +10 with minimum 35 SNR.  If you continue to experience issues a technician may need to come out and troubleshoot further.

I'm not sure why you were told that.  Levels at your neighbor's homes all looked just fine.  This is an issue a technican should be able to address easily enough.

So can I schedule a technician online?

I can try to do that for you, check your private messages.

ok- I brough home a Lantek network certifier and tested my coax from my NID to the jack in my office. It passed easily. So I took the splitter that cox had installed out and used a barrel connector so it goes from the phone NID directly to the jack in my office which is a 54' run of RG6.  The levels improved a little, but I would not be able to ever get Cox TV because they would have to split it again.  Here are my levels with nothing more than a barrel connector in the path:

My question is could the phone equipment be causing this level loss?