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Internet disconnects, modem resets
Hello,
I've had Cox Premium cable internet at my current location since November of 2012. I have not had any issues until the last two weeks, when my connection started dropping throughout the day.
Hardware is:
Motorola SB5101 modem
Software Version: SB5101NU-2.11.0.0-GA-04-597-NOSH
Hardware Version: 1
MIB Version: II
GUI Version: 1.0
Netgear WNR2000v2 router
| Hardware Version | WNR2000v2 |
| Firmware Version | V1.2.0.4_35.0.57NA |
| GUI Language Version | V1.2.0.4_2.1.17.1 |
Here are the signal page and logs. Please note I removed the modem MAC from the logs.
| Downstream | Value |
| Frequency | 843000000 Hz |
| Signal To Noise Ratio | 38.0 dB |
| Power Level | -1.6 dBmV 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 |
| Upstream | Value |
| Channel ID | 3 |
| Frequency | 36100000 Hz |
| Power | 47.2 dBmV |
| Time | Priority | Code | Description |
| 2013-07-20 09:18:42 | 4-Error | C401.0 | DCC-ACK not received |
| 1970-01-01 00:00:30 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:29 | 5-Warning | D004.1 | ToD request sent - No Response received |
| 1970-01-01 00:00:22 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC= removed; |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2013-07-19 23:29:48 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2013-07-19 23:29:48 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2013-07-19 23:29:16 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-19 23:29:02 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-19 23:29:01 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-19 23:29:01 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-19 23:29:00 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-19 23:29:00 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-19 22:17:34 | 4-Error | D103.0 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= removed |
| 2013-07-19 21:43:34 | 4-Error | C403.0 | DCC-ACK rejected unknown transaction ID |
| 2013-07-19 21:43:34 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-19 10:17:34 | 4-Error | D103.0 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= removed |
| 2013-07-18 22:17:45 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:24 | 5-Warning | D004.1 | ToD request sent - No Response received |
| 1970-01-01 00:00:21 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC= removed |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2013-07-18 22:17:02 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2013-07-18 22:17:02 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2013-07-18 22:16:30 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-18 22:16:16 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-18 22:16:15 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-18 22:16:15 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-18 22:16:15 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-18 22:16:14 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-18 22:09:45 | 4-Error | C403.0 | DCC-ACK rejected unknown transaction ID |
| 2013-07-18 22:09:45 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-18 11:46:47 | 4-Error | D103.0 | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC= removed |
| 1970-01-01 00:00:31 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:31 | 5-Warning | D004.1 | ToD request sent - No Response received |
| 1970-01-01 00:00:24 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC= removed |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2013-07-17 23:46:18 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2013-07-17 23:46:18 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2013-07-17 23:45:46 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-17 23:45:32 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-17 23:45:31 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-17 23:45:31 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-17 23:45:30 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-17 23:45:30 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-17 23:39:00 | 4-Error | C403.0 | DCC-ACK rejected unknown transaction ID |
| 2013-07-17 23:38:59 | 4-Error | C401.0 | DCC-ACK not received |
| 1970-01-01 00:00:31 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:30 | 5-Warning | D004.1 | ToD request sent - No Response received |
| 1970-01-01 00:00:24 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC= removed |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2013-07-17 22:45:19 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2013-07-17 22:45:19 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2013-07-17 22:44:46 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-17 22:44:32 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-17 22:44:32 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-17 22:44:31 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-17 22:44:31 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-07-17 22:44:31 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-07-17 22:26:52 | 4-Error | C403.0 | DCC-ACK rejected unknown transaction ID |
| 2013-07-17 22:26:52 | 4-Error | C401.0 | DCC-ACK not received |
| 1970-01-01 00:00:34 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 1970-01-01 00:00:27 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:26 | 5-Warning | D004.1 | ToD request sent - No Response received |
| 1970-01-01 00:00:20 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC= removed |
| 1970-01-01 00:00:08 | 6-Notice | M571.0 | Ethernet link down - not ready to pass packets |
| 1970-01-01 00:00:32 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:32 | 5-Warning | D004.1 | ToD request sent - No Response received |
| 1970-01-01 00:00:25 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC= removed; |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 1970-01-01 00:05:03 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 1970-01-01 00:05:03 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 1970-01-01 00:04:30 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 1970-01-01 00:04:16 | 4-Error | C401.0 | DCC-ACK not received |
| 1970-01-01 00:04:16 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 1970-01-01 00:04:16 | 4-Error | C401.0 | DCC-ACK not received |
| 1970-01-01 00:04:15 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 1970-01-01 00:04:15 | 4-Error | C401.0 | DCC-ACK not received |
| 1970-01-01 00:01:12 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:01:11 | 5-Warning | D004.1 | ToD request sent - No Response received |
| 1970-01-01 00:01:05 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC= removed; |
| 1970-01-01 00:00:52 | 3-Critical | T001.0 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| 1970-01-01 00:00:50 | 3-Critical | T002.0 | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| 1970-01-01 00:00:50 | 3-Critical | T001.0 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| 1970-01-01 00:00:49 | 3-Critical | T002.0 | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| 1970-01-01 00:00:48 | 3-Critical | T001.0 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| 1970-01-01 00:00:44 | 3-Critical | T002.0 | SYNC Timing Synchronization failure - Failed to acquire FEC framing |
| 1970-01-01 00:00:44 | 3-Critical | T001.0 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| 1970-01-01 00:00:13 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2013-07-17 17:49:26 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2013-07-17 17:49:26 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2013-07-17 17:49:26 | 3-Critical | T001.0 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| 1970-01-01 00:39:51 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:39:50 | 5-Warning | D004.1 | ToD request sent - No Response received |
| 1970-01-01 00:39:43 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC= removed |
| 1970-01-01 00:39:34 | 3-Critical | R002.0 | No Ranging Response received - T3 time-out |
| 1970-01-01 00:39:27 | 3-Critical | T001.0 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
| 1970-01-01 00:00:13 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2013-07-17 17:03:05 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2013-07-17 17:03:05 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2013-07-17 17:03:05 | 3-Critical | T001.0 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing |
I called in to Cox phone support and an operator reset the modem and ran some diagnostics. They did not find anything wrong and did not show any log reports of the modem disconnecting, even though my logs show it happening several times a day.
A field technician was dispatched a few days later and he replaced our service drop from the utility pole to the house, and replaced two splitters on the home. Everything else checked out fine.
I see this disconnected and modem restart happening during the day when no one is home, but more frequently in the evening when we are using services. Say, gaming and streaming music or video at the same time. During the evenings it will restart several times in an hour.
Time for a new modem, perhaps?
Thank you,
James
DerrickW
Valued Contributor
•
Hi James,
It sounds like pretty much everything has been checked. When the connection drops, do the lights change on the modem or do they look the same? One other thing I would suggest that we can try would be a possible firmware update. We can check to see if there is a more recent version than you current one to see if that would help with the disconnects before you go out and purchase a new modem.
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JS2785
New Contributor
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Hi Derrick,
The lights on the modem do change. The Power, Receive, Send and Online lights all turn off and then start to flash back on to solid as the modem restarts.
The PC/Activity light stays on as the connected router is still powered on.
If a firmware update is available I'm all for trying that before I look at picking up a new modem. As I'm sure this will require restarting the modem, should I call in and request this or will Cox contact me prior to beginning?
Thanks,
James
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JS2785
New Contributor
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Update:
After talking with a tech and running a firmware upgrade, we decided that a modem replacement was the best course of action. The SB5101 was not reporting back to your systems at all: I had 5 pages of logs (some shown above) and your side had not seen it reset or even power off since November.
I'm now on an SB6141 and have not had any issues all evening. Will keep an eye on it and call in if anything comes up!
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