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Motorola Arris SBG6782 DOCSIS 3.0 Router Issues and sporadic disconnects of WIFI devices
I am starting this post in hopes that other Cox Customers will see it and also respond with their personal troubles with the SBG6782 DOCSIS router. I have seen numerous posts regarding connectivity problems with Cox personnel providing the same reply that the issue has to be the modem. I personally offered Cox to come to my home and set up a device to monitor the signal in two places 1) Directly before the NIU and 2) Directly before the Cable Modem in order to see where the troubles lie so we can proactively fix the problem I am having at my home. That offer was never taken up and all I was told is that they can send a technician to my home and "test" the signal. Since 2007, I have had Cox in my home several times and each time something has been swapped out. I now have Cox supplied coax from the wall jacks to every device in my home. I have a new Cox supplied splitter in my attic. All cables going into my splitter now have new heads. I even have a new, Cox provided, Amplifier in my home. Everything in the house has been replaced by Cox yet the problems are still here. I even have issues with my cable boxes freezing up and not responding and yes...those have been replaced as well. About a year or so ago, the internet got SO bad that I tossed my old Surfboard router and purchased a new Motorola SBG6782 router from Best Buy. When I hooked it up, it was AWESOME. Fastest speeds I have ever witnessed. Unfortunately, that lasted for about 3 days and then the trouble began. Webpages hanging, or not even loading. Wi-Fi devices crippled by painfully slow internet or no internet at all. Even the laptop I use that plugs DIRECTLY INTO THE MODEM ITSELF experiences the same exact symptoms. The biggest problem I am having is that our internet will literally STOP working for a few minutes, several times a day generally requiring a reboot of the router to fix. I have on several occasions, had to reboot my router several times a day or, just wait patiently for the signal to come back and continue my internet experience. I don't even try and work from home as connecting to work is useless as we use Citrix and my connection gets dropped at least 3 times while I try and work. I have supplied multiple logs from my router and am given a very informative answer however, that answer doesn't fix the problem that is obviously internal to Cox. ChrisL on the Cox Forum has been a huge help and I thank you for every answer you have provided and every attempt you have made to help but I am asking for this to be escalated to a chronic team as there are way too many people on these forums having the same exact issues that I am having so we all cant just have "faulty" modems. I am providing again the error messages I see in my modem logs: Tue Feb 03 19:14:24 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Tue Feb 03 18:45:21 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Mon Feb 02 20:08:37 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Mon Feb 02 03:30:45 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sat Jan 31 11:57:32 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sat Jan 31 11:30:16 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sat Jan 31 10:55:08 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sat Jan 31 08:04:58 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Fri Jan 30 16:37:33 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Fri Jan 30 04:23:17 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Thu Jan 29 01:41:04 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Wed Jan 28 14:19:24 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Tue Jan 27 15:14:17 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sun Jan 25 15:10:21 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:e8:19:f7;CMTS-MAC=d0:72:dc:32:e3:64;CM-QOS=1.1;CM-VER=3.0; Fri Jan 23 04:57:46 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Wed Jan 21 11:11:31 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Mon Jan 19 12:40:50 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sun Jan 18 20:25:34 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Fri Jan 16 02:46:56 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Thu Jan 15 04:33:54 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=4;CM-QOS=1.1;CM-VER=3.0; Tue Jan 13 18:27:12 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sun Jan 11 17:19:02 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; As you can see from this log, this is happening almost EVERY DAY, sometimes MULTIPLE TIMES a day and this is just a portion of my log. I have this same event logged almost daily since November 13, 2014 (I am sure it has been overwritten as I have had the modem about a year now. Someone from Cox, please look at this post and understand my pain of paying for a service I cannot use like I want to. I have children who cannot do homework because the internet doesn't work so we have to use our limited 4G LTE cell phones to look up things for homework and research. Hopefully something will come out of this post but I doubt it. The best I will get is having a tech come out which will waste his time and mine because since I rebooted my router about an hour ago, Internet has been flawless.
EdwardH
Valued Contributor
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755 Messages
11 years ago
With the downstream levels where they are it may be beneficial to try removing the amplifier and we can see how it effects the upstream side.
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llangley
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16 Messages
11 years ago
Hey Edward...Thanks for your reply. The amplifier I have is one that sits in front of the splitter in the attic. They installed that when we moved into the house in 2007 due to the fact we had all three services and signal wasnt that strong. When we moved to the new DVR's a few years ago, the tech came in and added a filter on our Surfboard Cable modem saying it was necessary becasue of the new type of service when we upgraded our television package. When I repalced the surfboard modem with the new DOCSIS modem, I never put the filter back on b/c support said that I didnt need it.
Do you still suggest powering off the amp? Is there a way that you guys can put a device on the line between line from the pole and the NIU and monitor the signal for a few days. I truly belive that there is an intermittent signal issue in my neighborhood as I am not the only person who has had problems with internet.
Thanks agian for your help...Lee
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EdwardH
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755 Messages
11 years ago
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llangley
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16 Messages
11 years ago
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llangley
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16 Messages
11 years ago
Good morning Tiffany R. I have been researching the issues with the Motorola/Arris gateways and pretty much every forum I have read, I am seeing the same exact same complaints regarding these modems. Instead of wasting my time, and your tech's time, I went ahead and purchased a new modem (Cisco DPC3010) and a seperate WiFi router which should be delivered this coming Wednesday (2/11/2015). I hope to have everything up and running by the weekend and will test for a few days. If this new/alternate configuration does not fix the problems, I will then request a technician to be dispatched to our home. Thank you Tiffany
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ColleenD
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1.7K Messages
11 years ago
Let us know how it turns out. If you need assistance with scheduling a tech, email us with the requested info and a link to this thread so we can assist further.
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llangley
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16 Messages
10 years ago
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llangley
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16 Messages
10 years ago
Hey Tiffany, thanks for the response. As of this morning, it's been VERY slow. To the point where trying to get to the forum site times out. I'm having to reply to this from my cell phone.
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llangley
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16 Messages
10 years ago
Hey Tiffany, I just sent an email as requested in your previous post. It appears the signal is fine now which is the biggest issue we have. The signal drops then comes back so isolating the problem is pretty much impossible. Personally, I feel the problem is related on the poles as I'm not the only person in the neighborhood with these issues. Several neighbors complain constantly that their internet is useless so that alone points to the infrastructure. Having a home tech come will not help determine the problem. Someone on a bucket truck will need to run stress tests on the lines between the hubs to find the problem. This happened at my old home and it took months to find the problem which happened to be a box on the pole (maybe a repeater) that would actually contract during cold weather and not perform as it should. The truck operator gave me his cell number and when it happened at 530 am, I called him and he came out and discovered the issue. I feel the issue here is a similar one and it should be considered chronic and escalated to anotheranother, higher, level.
Thanks
Lee
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Health_Edge
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4.2K Messages
10 years ago
Asking for engineering to look at a problem before a technician does is like bypassing the waiter and asking the Chef for your meal. He may be the one who cooks it in the end, but the waiter still has his job to do first. The technician has to take readings at the pole, or else where, to isolate the problem before sending in a ticket for maintenance to fix it.
Once you do get a technician out there, and a maintenance ticket is warranted, its important to GET THE TICKET NUMBER! I can't stress that enough. Fallow up is key when dealing with a maintenance issue, especially intermittent ones. If they say they need time to make the ticket, ask them to call you with it, or atleast ask them to put it in the notes on your account so a Cox representative could track the issue when you call up for a update.
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llangley
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16 Messages
10 years ago
If the tech comes and all tests show good (which I fear will happen) will a maintenance ticket still be issued? I understand the waiter analogy but when you go to the same restaurant and the waiter you have is bad every time you go, you either talk to the manager before you go (and demand another waiter) or take your business elsewhere.
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llangley
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16 Messages
10 years ago
I just received a call from Cox from a Rhode Island number and they said they found an issue on the signal and was able to isolate it and remove it . they said this was more than likely the cause of the problem no only for me but others in the area. They went ahead and canceled the tech that was to come out and said if we notice further issues to go ahead and call them in. Hopefully this fixes the issue..
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Health_Edge
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4.2K Messages
10 years ago
Rhode Island huh? Thats kind of odd. Do you live in RI?
Anyway, glad it got fixed. I have seen some cases like this go on for months before the cause is tracked down.
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