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New Contributor
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modem goes up and down
I have had 3 cox tech visits. tested and rebuit connections from street and all splitters replaced by cox tech. Now scheduled for a 4th visit. Called support - they cant see returns from the modem. I'm told it is the modem. Im not sure - same happened on old modem. I replaced with Linksys CM3008 in Nov 16 and still happens. Router is an Orbi. I post recent summary and last 20 events from the modem log here. I think line level is 36 db? this is without countour in the chain - direct wall to modem. no splitter - although it is a tech provided splitter and last tech even built the coax cables himself to make sure they were good. I deas? I am not sure why the 4th service call will be better than last 3? Esp if no one looks at the logs. Not enjoying having to chose between countour or internet - want to have both at same time. 18 year Cox customer here!
| DOCSIS Overview | |
|---|---|
| Network Access | Permitted |
| IP Address | 10.73.45.139 |
| Subnet Mask | 255.255.240.0 |
| Gateway IP | 10.73.32.1 |
| DHCP Lease Time | D: 07 H: 00 M: 00 S: 00 |
| Downstream Overview | ||||||||
|---|---|---|---|---|---|---|---|---|
| Port ID | Frequency (Hz) | Modulation | Signal strength (dBmV) | Signal noise ratio (dB) | Octets | Correcteds | Uncorrectables | Channel ID |
| 1 | 795000000 | 256QAM | -0.847 | 37.093 | 2955993571 | 1597 | 621 | 3 |
| 2 | 783000000 | 256QAM | -0.359 | 37.093 | 2955987673 | 197 | 642 | 1 |
| 3 | 789000000 | 256QAM | -1.150 | 37.093 | 2956010846 | 235 | 609 | 2 |
| 4 | 801000000 | 256QAM | -1.388 | 37.093 | 2956021960 | 955 | 606 | 4 |
| 5 | 807000000 | 256QAM | -1.476 | 37.636 | 2955997473 | 271 | 703 | 5 |
| 6 | 813000000 | 256QAM | -1.631 | 37.636 | 2955998789 | 126 | 654 | 6 |
| 7 | 819000000 | 256QAM | -1.988 | 37.356 | 2956007829 | 211 | 632 | 7 |
| 8 | 825000000 | 256QAM | -1.925 | 37.093 | 2956007015 | 223 | 764 | 8 |
| Reset FEC Counters | ||||||||
| Upstream Overview | ||||||
|---|---|---|---|---|---|---|
| Port ID | Frequency (Hz) | BandWidth (Hz) | Modulation Type | DOCSIS Mode | Signal Strength (dBmV) | Channel ID |
| 1 | 10000000 | 6400000 | 64QAM | ATDMA | 57.000 | --- |
| 2 | 30400195 | 6400000 | 64QAM | ATDMA | 51.000 | 3 |
ChrisL
Former Moderator
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Looking from this end the modem is reporting lots of noise in the upstream signal. Are there any cable splittes you can try bypassing and seeing if that helps?
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robr
New Contributor
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My info is in 2 posts as the internet was up and down while I was trying to send this. Look under user = robr. If you read my 2 posts on this you will see I already said Ive had 3 cox reps here. and they rebuilt from the street and rebuilt all splitters and cables. that's why I am unsure what the 4th visit to my house is going to fix! Last rep improved s/n by 6 db and was quite proud of that - still did not improve. I can make it more stable by removing my countor box from that line. Gets it up to 36 db s/n ratio according to the modem logs.
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ChrisL
Former Moderator
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Signal issues aren't something that can be addressed remotely from this end. Having a technician come out is typically the best way to solve those kinds of issues. If the problem is not found to be originating at the residence the technician would open a ticket with our maintenance team to investigate further down the line.
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LongTimeCustome
New Contributor
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Why does Cox automatically assume that the problem is inside the residence? A few months ago, the call center said that they could not see my modem, even I had service (but very slow). The call center insisted that i needed a new modem. I purchased a 16X4 modem, gave cox the information, hooked it up, and the call center said they still could not see the modem. Instead of verifying the signal and noise levels in the outside plant, Cox still insists that it is a problem within my home.
I rebooted my modem once again about two hours ago, and when I log in, I see the "corrected" number running 20-25% of the "uncorrected" number. Is this in the acceptable range? What should the power and SNR be running on each channel? What should the power levels be for the upstream channels?
How often should modems and routers need to be rebooted?
"Signal issues aren't something that can be addressed remotely from this end." That may be the case, but is Cox able to remotely monitor signal levels and SNR levels? The information is available on the modems, and should be available at various Cox equipment points. Cox should be able to pinpoint trouble locations remotely and then send the appropriate technician.
Cox has done nothing to prove to me that the problem is not their problem. FIOS is looking better all the time.
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ChrisL
Former Moderator
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To answer your first question it's not about assuming the problem is on one end or the other but rather about troubleshooting the problem as efficiently as possible. With that in mind it's always best to start at the end and work our way back. Being that the majority of the network is fiber optic things like signal level and noise don't apply. Signal and noise issues are an RF phenomena which usually indicates a problem closer to home and best resolved by our field technicians. Should the problem not be found at the residence they have an escalation process by which they can escalate to our maintenance team for further troubleshooting however that group needs the field technician's findings to proceed.
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robr
New Contributor
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Still no reply to my "form". Par for the course it seems.
Was down briefly this am - around 1230am - so my modem logs tell me.
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ChrisL
Former Moderator
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Looking now from this end all seems well with the connection to the modem. The only potential problem I see might be the Ooma being a bottleneck in the connection depending on what other gear you have. If you have a router that support gigabit Ethernet your setup may work better by connecting it to the modem instead of the Ooma.
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