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mkb102688

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Frequent Intermittent Disconnection

Hello, I started using Cox Internet service a couple of months ago and for most of that time I've been seeing frequent disconnects. It happens probably 3-4 days a week, can be any time of day but it's more common during late morning/afternoon than in the evenings. My connection will drop for 3-4 minutes anywhere from 1-2 to 6-7 times per hour. On to the technical stuff:

Modem:  ARRIS SURFboard SB6141

Router:  TP-LINK Archer C5 AC1200

From my modem's signal page:

Channel ID 73  74  75  76  81  82 
Frequency 813000000 Hz  819000000 Hz  825000000 Hz  831000000 Hz  861000000 Hz  867000000 Hz 
Signal to Noise Ratio 34 dB  33 dB  31 dB  32 dB  28 dB  27 dB 
Downstream Modulation 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
-12 dBmV   -13 dBmV   -15 dBmV   -14 dBmV   -17 dBmV  

-19 dBmV  

Channel ID 73  74  75  76  81  82 
Total Unerrored Codewords 59626447  58751122  58783785  58767935  57338200  1551289 
Total Correctable Codewords 24  146  1377  401  1411116  7752176 
Total Uncorrectable Codewords 782  2409  2713  2264  870  2614068

And the errors from the modem log:

Dec 24 2015 12:52:13 5-Warning T202.0 Lost MDD Timeout;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:52:13 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:29:46 5-Warning T07.0 RCS Partial Service;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:29:44 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:29:44 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;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=10:05:b1:f6:1c:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:28:56 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:27:26 5-Warning T202.0 Lost MDD Timeout;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:27:05 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:26:56 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:25:58 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:22:41 5-Warning T202.0 Lost MDD Timeout;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:22:41 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:18:05 5-Warning T07.0 RCS Partial Service;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:18:03 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:18:03 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;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=10:05:b1:f6:1c:e8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:17:16 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:15:46 5-Warning T202.0 Lost MDD Timeout;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;
Dec 24 2015 12:15:23 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=10:05:b1:f6:1c:e8;CMTS-MAC=50:57:a8:89:56:9c;CM-QOS=1.1;CM-VER=3.0;

I don't know what 90% of this stuff means but I'm fairly certain the s/n ratios and power levels reported by my modem are not where they ought to be, please advise!

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DerrickW

Valued Contributor

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1.2K Messages

Hello mkb102688,

I took a look at the signal levels and they are looking pretty bad, that is what I believe is contributing to your connection issues.  Do you have any splitters or amplifiers connected to the cable outlet?  If so, we'd like to have you bypass if possible so we can check for improvement.  

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mkb102688

New Contributor

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2 Messages

Hi Derrick, thank you for the quick response! My modem is connected directly to the outlet exactly the way your tech set it up.

E: I suppose I should add that I've also tried connecting my PC directly to the modem with no noticeable improvement, so the issue is not router-related.

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DerrickW

Valued Contributor

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1.2K Messages

I see, then there are some other reasons for the signal levels being that way.  I was able to locate your account using your MAC address, I can have a tech come out and do some troubleshooting if you like.  I will need you to please verify the address and provide a contact phone number for me via email - cox.help@cox.com and we will get that set up right away.  

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JAGjr

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1 Message

im getting the same disconnections. all was working fine. This started for me early on 12/24/15.  I'm in Orange Co. CA.. Did the modem/router/PC reset. Im on an iMac running El Cap.

Overtime I rest my modem It works again, then drops/works/drop etc.

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DerrickW

Valued Contributor

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1.2K Messages

Hi JAGjr,

We can assist you with the connection issues you're having.  Do you have any splitters or amplifiers on the cable outlet?  Do you experience the disconnects with wired and wireless devices? We can look into this further for you, email us your account info to cox.help@cox.com. 

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