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Internet keeps crashing
I have been with cox for almost 6 years. Absolutely nothing has changed in my network or cable runs since then. In the last week or two my Internet has been crashing when I watch netflix. My modem reboots and I can resume within a minute or two. Here are my logs:
| Time | Priority | Code | Description |
| 2015-10-24 19:08:21 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:41 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:18:c0:ce:94:4a; |
| 1970-01-01 00:00:33 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:27 | 3-Critical | R001.0 | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out |
| 1970-01-01 00:00:17 | 3-Critical | R002.0 | No Ranging Response received - T3 time-out |
| 1970-01-01 00:00:10 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2015-10-24 19:07:28 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2015-10-24 19:07:28 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2015-10-24 19:06:56 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-24 19:06:46 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-24 19:06:45 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-24 19:06:45 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-24 19:06:44 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-24 19:06:44 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-24 19:06:42 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-24 18:38:21 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:42 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:18:c0:ce:94:4a; |
| 1970-01-01 00:00:33 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:26 | 3-Critical | R001.0 | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out |
| 1970-01-01 00:00:16 | 3-Critical | R002.0 | No Ranging Response received - T3 time-out |
| 1970-01-01 00:00:10 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2015-10-24 18:37:24 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2015-10-24 18:37:24 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2015-10-24 18:36:52 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-24 18:36:41 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-24 18:36:41 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-24 18:36:40 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-24 18:36:39 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 21:32:47 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:55 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:18:c0:ce:94:4a; |
| 1970-01-01 00:00:48 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:41 | 3-Critical | R001.0 | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out |
| 1970-01-01 00:00:31 | 3-Critical | R002.0 | No Ranging Response received - T3 time-out |
| 1970-01-01 00:00:11 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2015-10-23 21:31:40 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2015-10-23 21:31:40 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2015-10-23 21:31:08 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 21:30:57 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-23 21:30:57 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 21:30:56 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-23 21:30:55 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 20:57:53 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:42 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:18:c0:ce:94:4a; |
| 1970-01-01 00:00:35 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:28 | 3-Critical | R001.0 | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out |
| 1970-01-01 00:00:18 | 3-Critical | R002.0 | No Ranging Response received - T3 time-out |
| 1970-01-01 00:00:10 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2015-10-23 20:56:59 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2015-10-23 20:56:59 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2015-10-23 20:56:27 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 20:56:17 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-23 20:56:16 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 20:56:15 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-23 20:56:14 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 18:54:08 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:59 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:18:c0:ce:94:4a; |
| 1970-01-01 00:00:51 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:43 | 3-Critical | R001.0 | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out |
| 1970-01-01 00:00:33 | 3-Critical | R002.0 | No Ranging Response received - T3 time-out |
| 1970-01-01 00:00:12 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2015-10-23 18:52:56 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2015-10-23 18:52:56 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2015-10-23 18:52:24 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 18:52:14 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-23 18:52:14 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 18:52:13 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-23 18:52:13 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 18:52:12 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-23 18:52:11 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 02:08:02 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:43 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:18:c0:ce:94:4a; |
| 1970-01-01 00:00:37 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:31 | 3-Critical | R001.0 | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out |
| 1970-01-01 00:00:21 | 3-Critical | R002.0 | No Ranging Response received - T3 time-out |
| 1970-01-01 00:00:09 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2015-10-23 02:07:05 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2015-10-23 02:07:05 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2015-10-23 02:06:32 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 02:06:22 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-23 02:06:21 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 02:06:21 | 4-Error | C401.0 | DCC-ACK not received |
| 2015-10-23 02:06:19 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 01:18:49 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:54 | 5-Warning | D003.0 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:18:c0:ce:94:4a; |
| 1970-01-01 00:00:46 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:40 | 3-Critical | R001.0 | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out |
| 1970-01-01 00:00:30 | 3-Critical | R002.0 | No Ranging Response received - T3 time-out |
| 1970-01-01 00:00:10 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 1970-01-01 00:00:08 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 1970-01-01 00:00:08 | 3-Critical | U002.0 | UCD invalid or channel unusable |
| 2015-10-23 01:17:44 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2015-10-23 01:17:43 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2015-10-23 01:17:11 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2015-10-23 01:17:01 | 4-Error | C401.0 | DCC-ACK not received |
And my signal page:
| Downstream | Value |
| Frequency | 843000000 Hz |
| Signal To Noise Ratio | 36.5 dB |
| Power Level | 1.3 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 | 2 |
| Frequency | 23402000 Hz |
| Power | 37.2 dBmV |
This This is driving me nuts. Any advice would be greatly appreciated.
Cox1234515
New Contributor
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I think I have noticed a patern... it only seems to happen when the modem switches to channel 4. I managed to capture the signal page mid-crash:
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
Maybe upstream power drops too low at that frequency?
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Tecknowhelp
Valued Contributor II
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Your upstream power level is very low. Usually that isn't a problem, but if your upstream clairity (SNR) is also low, then it could be your modem is having a hard time broadcasting, or talking, to Cox. I notice it looks like a older DOCSIS 3.0 modem. What model is it?
Also, in the logs, the modem keeps losing power and resetting it. Are you unplugging it?
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Cox1234515
New Contributor
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Under normal operation the upstream power is usually around 37. I have no idea how to figure out the upstream snr. It's a Motorola SB5101.
Nope. It's Rebooting all on its own.
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Tecknowhelp
Valued Contributor II
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When it reboots, do ALL the lights go off, or does the power stay solid? If its power cycling, along with the low upstream, I think it's starting to die. Hard to say for sure, because it could also be a signal issue, but even 37 is on the low side. Either way, the SB5101 is 10-11 years old, well past the average modem life span. What internet plan do you have? I imagine you can't pull more then 32-35Mbps down.
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Cox1234515
New Contributor
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I don't know if the lights cycle. The modem is too far away to get to in time to see what it is doing. The modem is about 5 years old (even if it's an older model). My first thought was that it is starting to die but I was hoping to avoid laying out $90 for a new one. Haha. I'm in one of the lower tier Internet plans. I can't remember which one but it suits my needs.
I guess I'll pick up a new surfboard on Monday and see if that fixes the problem.
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Tecknowhelp
Valued Contributor II
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Yea, normally I don't suggest throwing money at a problem, because honestly, it's rarly the modem, but in this case, even if it wasn't I think you could benefit from a new one. Do you happen to have phone service? If so, you might be able to upgrade your phone modem to DOCSIS 3.0 for free, if it's not already. The Cisco DPQ3212 would be the standard. If not, then the Arris(Mototola) SB6141 is probably all you need, which you can get on Amazon for about 73$
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Cox1234515
New Contributor
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Yeah I ordered a SB6141 last night. I was going to buy locally but all I could find was a SB6121. In the meantime the crashes are escalating. This is just from 20 minutes:
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Cox1234515
New Contributor
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Cox1234515
New Contributor
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I made it a whole hour without a crash this time!
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Tecknowhelp
Valued Contributor II
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Maybe try a factory reset to rescan the upstream channel? Should be a option via 192.168.100.1 > Configuration > Reset All defaults > Restart cable modem. This will make it take a long resync.
Overall, from the logs, it's hared to say if the modem is resetting because of the T3 errors, or the modem resetting is CAUSING the T3 errors. All I can go by is the time stamps, but I don't think the modem logs are complete. The modem can't log errors when its rebooting, so we are missing part of the picture. Hopefully a new modem fixes this issues.
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Cox1234515
New Contributor
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I gave reseting a try. Didn't work. It's awfully suspicious that it always happens on channel 4. My thoughts are that the upstream power is already low and some hardware issue in the line is causing intermittent losses in that frequency. When the modem losses touch it reboots. If the new modem doesn't work I'm going to have to try to get cox to send me a tech (wish me luck).
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Tecknowhelp
Valued Contributor II
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Upstream is set by two factors. Cox's hardware (CMTS) negotiates the power level based on the minimal strength of signal compared to the clarity, or SNR, until it can "hear" it properly, up to the maximum the modem can broadcast. So a certain channel wouldn't "have" a low upstream, since the upstream power level is unique for each modem. If anything, a lower upstream probably means a higher SNR on that channel, which is probably why it's locking on to it. The question is why it keeps having to reboot to scan for that channel. My guess is the tuner is failing, making it's broadcast lower, causing it to only be able to get a clear signal on the channel that has the higher SNR. This is all theory crafting though.
Maybe buy the modem but don't open it? See what the Cox technician says? Maybe he will find something simple. Either way, that modem is due to die soon, so it wouldn't hurt to have a back up. And who knows, maybe he will have a used modem on the truck you can have. Can't hurt to ask. Just don't expect it. Good luck. :-)
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DerrickW
Valued Contributor
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We can take a look at your signal levels and see what's going on. Please send us an email with your account information (name and address), to cox.help@cox.com. We'll look into this for you.
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Cox1234515
New Contributor
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The new modem is in and registered. I still can't bond channel 4. Maybe the modem won't reboot now though...
[3] 64QAM
[2] 16QAM
[3] 64QAM
[2] 16QAM
[3] 64QAM
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Tecknowhelp
Valued Contributor II
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What do you mean you can't bond channel 4? I see atleast 6 downstream channels and 4 upstream channels. Signal levels look good.
What are you speeds?
Also what modem did you end up going with?
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