Line Drops

A couple of months back my internet-only service that had been working great for a year started to disconnect me multiple times a day (or hour sometimes).  To cut a long story short I replaced the modem (TPLINK TC-7610-E) and cables, and a tech fixed an issue in the box outside.

It’s worked well for 2 months but now I am getting disconnects again.

Looking at the modem log files I see lots of critical errors.

Critical (3)              Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=84:16:f9:blah ;CMTS-MAC=00:13:5f:blah

 Critical (3)             No Ranging Response received - T3 time-out;CM-MAC=84:16:f9:7d:53:e4;CMTS-MAC=00:13:5f: blah;CM-QOS=1.1;CM-VER=3.0;

 Critical (3)             Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=84...

Critical (3)              SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=84:16:f9:blah;CMTS-MAC=00:13:5f:02...

 

The modem stats look OK to me although the uncorrectables seems high?

DOWNSTREAM

CH Lock Status   Modulation        ChID      Frequency          Power   SNR        Correctables      Uncorrectables

1              Locked  QAM256              155         843000000 Hz     -1.6 dBmV           39.0 dB 6005       5531

2              Locked  QAM256              153         831000000 Hz     -1.2 dBmV           39.5 dB 5540       5800

3              Locked  QAM256              154         837000000 Hz     -1.2 dBmV           39.6 dB 5780       5768

4              Locked  QAM256              156         849000000 Hz     -1.7 dBmV           39.4 dB 5618       5263

5              Locked  QAM256              157         855000000 Hz     -1.6 dBmV           39.4 dB 5462       4996

6              Locked  QAM256              158         861000000 Hz     -1.8 dBmV           39.4 dB 5214       4201

7              Locked  QAM256              159         867000000 Hz     -1.9 dBmV           39.4 dB 4798       3974

8              Locked  QAM256              160         873000000 Hz     -2.6 dBmV           39.0 dB 4320       3921

 

Total Correctables           Total Uncorrectables

42737                                    39454

UPSTREAM

Ch           Lock Status   US Channel Type    Channel ID          Symbol Rate       Frequency          Power

1              Locked  ATDMA 3              5120 Ksym/sec  30400000 Hz       42.5 dBmV

2              Locked  TDMA and ATDMA          1              2560 Ksym/sec  17600000 Hz       41.2 dBmV

3              Locked  ATDMA 2              5120 Ksym/sec  24000000 Hz       42.5 dBmV

4              Locked  ATDMA 4              5120 Ksym/sec  36800000 Hz       42.5 dBmV

 

Does anyone recognize a pattern in the critical errors?  Does anyone know how I get this escalated in Cox?  

Thanks

Marc