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New Contributor
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Non-stop outages requiring modem reset
This is pretty maddening. For the first few months, service was fine and consistent Now I need to restart my modem at least once a day, almost. (I'm in Irvine, CA.)
Today it's been 4 or 5 times. I work from home and having my VPN connection constantly blown is pretty *** terrible. My modem is a Motorola SB6121. Below are my logs and the records from the signal page. Please review and send a technician to fix this.
| Time | Priority | Code | Message |
|---|---|---|---|
| May 06 2013 17:27:56 | 6-Notice | I401.0 | TLV-11 - unrecognized OID;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:24 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:14 | 6-Notice | Cable Modem Reboot due to power reset ;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; | |
| May 06 2013 17:24:31 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| May 06 2013 17:19:52 | 6-Notice | I401.0 | TLV-11 - unrecognized OID;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:25 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:13 | 6-Notice | Cable Modem Reboot due to power reset ;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; | |
| May 06 2013 17:18:23 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| May 06 2013 17:06:00 | 6-Notice | I401.0 | TLV-11 - unrecognized OID;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:17 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:14 | 6-Notice | Cable Modem Reboot due to power reset ;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; | |
| May 06 2013 17:03:35 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| May 06 2013 11:45:59 | 6-Notice | I401.0 | TLV-11 - unrecognized OID;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:18 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:14 | 6-Notice | Cable Modem Reboot due to power reset ;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; | |
| May 06 2013 11:37:25 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| May 02 2013 00:45:25 | 6-Notice | I401.0 | TLV-11 - unrecognized OID;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:19 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:14 | 6-Notice | Cable Modem Reboot due to T4 timeout ;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; | |
| May 02 2013 00:44:41 | 3-Critical | R07.0 |
Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=94:cc:b9:1b:1e:ff;CMTS-MAC=00:1f:ca:20:29:78;CM-QOS=1.1;CM-VER=3.0; |
| Downstream | Bonding Channel Value | ||||
|---|---|---|---|---|---|
| Channel ID | 99 | 97 | 98 | 100 | |
| Frequency | 585000000 Hz | 573000000 Hz | 579000000 Hz | 591000000 Hz | |
| Signal to Noise Ratio | 38 dB | 38 dB | 38 dB | 38 dB | |
| Downstream Modulation | QAM256 | QAM256 | QAM256 | QAM256 | |
Power Level
|
0 dBmV | 1 dBmV | 2 dBmV | 0 dBmV | |
| Upstream | Bonding Channel Value | ||
|---|---|---|---|
| Channel ID | 1 | 2 | 3 |
| Frequency | 23810000 Hz | 30210000 Hz | 35580000 Hz |
| Ranging Service ID | 1246 | 1246 | 1246 |
| Symbol Rate | 5.120 Msym/sec | 5.120 Msym/sec | 2.560 Msym/sec |
| Power Level | 48 dBmV | 49 dBmV | 49 dBmV |
| Upstream Modulation | [3] QPSK [3] 64QAM |
[3] QPSK [3] 64QAM |
[2] QPSK [3] 16QAM |
| Ranging Status | Success | Success | Success |
| Signal Stats (Codewords) | Bonding Channel Value | |||
|---|---|---|---|---|
| Channel ID | 99 | 97 | 98 | 100 |
| Total Unerrored Codewords | 75949277 | 75950192 | 75949193 | 75949403 |
| Total Correctable Codewords | 44 | 0 | 17 | 0 |
| Total Uncorrectable Codewords | 1507 | 570 | 1628 | 1362 |
ChrisL
Former Moderator
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It's possible there may be an upstream signal issue that will require scheduling a technician to come out and troubleshoot. If there are any extra splitters in the home you could try bypassing that might also be helpful along with checking all your coax cabling to ensure everything is still hand tight.
To be thorough would it also be possible to try testing without the router to make sure it's not contributing in anyway to the issues you're seeing?
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aitrus
New Contributor
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It's definitely not my router. I've plugged my laptop in to this and gotten the same issue. I can also talk to the modem while the internet has died (ie, by going to http://192.168.100.1).
The cable I'm using does not have any splitters and it was dropped off to the place where it is now by the Cox technician. The internet just died and below is what the signal page on my modem looks like. Can you please schedule a technician to come out, or do I need to place a phone call?
The below tables are what the signal page on my modem shows when the connection has died, prior to my resetting it:
[3] 64QAM
[3] 64QAM
[3] 16QAM
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KipK
Former Moderator
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We can, if you email us at coxhelp@cox.com since there's some information we'll need to confirm. It may be more convenient to call your local support line 24/7 at 949-240-1212.
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Gillywonka
New Contributor
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i second that! i live in Irvine, Woodbridge area, and it's been sucking really bad lately with all the modem restarts. I know it's not my network. i can ping my gateway.
From various traceroutes ran, i've picked up certain public upstream cox IP's, 68.1.5.137, 68.1.5.139, 68.4.13.206, 68.4.11.20 and private IP 10.72.215.1. During some of the outages, i ping these IP's (not the private one) from the AT&T backbone and sometimes i get them, sometimes i dont. What would help is to have the definite public IP gateway we use so we can ping it from the outside.
Reading this post, it sounds like you can call in, i did. They resent signals to my modem, but that didnt help. I had to restart the modem the next day.
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aitrus
New Contributor
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So it's recently changed. It doesn't die so much as become unbearably slow until I restart my modem. That happened the day after Gillywonka replied.
I'll call / e-mail to have a tech come out soon.
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tzue6rtb
New Contributor
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I'm having the same issue, internet outages at least twice a day. I have to reboot my modem to get reconnected. Its obviously not the hardware in my home,COX. I pay why to much money for some third world country internet connection. Let me retract that, because there are plenty of third world countries that have better/ fast Internet then COX provides.
Besides a technician is not going to solve this problem. All your technicians are good for is putting in cable, not resolving the more technical issues people have such as these OUTAGES!
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ChrisL
Former Moderator
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In your case I'm seeing what looks like an upstream signal issue. Having a technician come out and troubleshoot further would probably be a good next step towards resolving this.
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