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Random Connection Drops Constantly
I've been having issues with getting dropped connections that last from a few seconds to a minute every day multiple times a day. I've been looking into the modem logs and have been having a large amount of T3 time outs. Here's a snippet from today including signal strength data:
| Fri May 26 00:50:12 2017 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:13:af:f7;CMTS-MAC=24:e9:b3:1a:ca:78;CM-QOS=1.1;CM-VER=3.0; |
| Thu May 25 22:04:27 2017 | Warning (5) | Dynamic Range Window violation |
| Thu May 25 22:00:35 2017 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:13:af:f7;CMTS-MAC=24:e9:b3:1a:ca:78;CM-QOS=1.1;CM-VER=3.0; |
| Thu May 25 19:43:36 2017 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=20:3d:66:13:af:f7;CMTS-MAC=24:e9:b3:1a:ca:78;CM-QOS=1.1;CM-VER=3.0; |
| Thu May 25 19:42:53 2017 | Notice (6) | TLV-11 - unrecognized OID;CM-MAC=20:3d:66:13:af:f7;CMTS-MAC=24:e9:b3:1a:ca:78;CM-QOS=1.1;CM-VER=3.0; |
| Time Not Established | Warning (5) | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=20:3d:66:13:af:f7;CMTS-MAC=24:e9:b3:1a:ca:78;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv4 |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Notice (6) | WiFi Interface [wl1] set to Channel 149 (Side-Band Channel:N/A) - Reason:INIT |
| Time Not Established | Notice (6) | WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT |
| Thu May 25 19:41:55 2017 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Thu May 25 19:15:47 2017 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:13:af:f7;CMTS-MAC=24:e9:b3:1a:ca:78;CM-QOS=1.1;CM-VER=3.0; |
| Thu May 25 08:47:17 2017 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:13:af:f7;CMTS-MAC=24:e9:b3:1a:ca:78;CM-QOS=1.1;CM-VER=3.0; |
| Thu May 25 04:11:53 2017 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=20:3d:66:13:af:f7;CMTS-MAC=24:e9:b3:1a:ca:78;CM-QOS=1.1;CM-VER=3.0; |
| Downstream Bonded Channels | ||||||||
|---|---|---|---|---|---|---|---|---|
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | QAM256 | 104 | 771000000 Hz | -1.0 dBmV | 40.9 dB | 86 | 30 |
| 2 | Locked | QAM256 | 101 | 753000000 Hz | -0.6 dBmV | 41.3 dB | 62 | 105 |
| 3 | Locked | QAM256 | 102 | 759000000 Hz | -0.7 dBmV | 40.8 dB | 54 | 136 |
| 4 | Locked | QAM256 | 103 | 765000000 Hz | -1.1 dBmV | 41.3 dB | 59 | 134 |
| 5 | Locked | QAM256 | 109 | 801000000 Hz | -2.1 dBmV | 40.2 dB | 63 | 33 |
| 6 | Locked | QAM256 | 110 | 807000000 Hz | -2.1 dBmV | 40.3 dB | 20 | 51 |
| 7 | Locked | QAM256 | 111 | 813000000 Hz | -2.1 dBmV | 40.2 dB | 54 | 48 |
| 8 | Locked | QAM256 | 112 | 819000000 Hz | -2.2 dBmV | 40.3 dB | 63 | 54 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 1 | 5120 Ksym/sec | 38600000 Hz | 36.5 dBmV |
| 2 | Locked | ATDMA | 2 | 5120 Ksym/sec | 32200000 Hz | 36.0 dBmV |
| 3 | Locked | ATDMA | 3 | 5120 Ksym/sec | 25800000 Hz | 35.5 dBmV |
| 4 | Locked | TDMA and ATDMA | 4 | 2560 Ksym/sec | 21000000 Hz | 33.0 dBmV |
ColleenD
+2 more
Moderator
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I was able to locate your account using the email address you used to register for forums. In reviewing your modem I see it is making a high number of power adjustments. If your modem's power cord connects to a surge protector or UPS please try connecting it directly to the electrical outlet at the wall at least temporarily to see if the connection improves.
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Jdrid
New Contributor
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I swapped it directly to an outlet and it is still having the same issues. I went into our attic as well and checked how the signal cable was getting split to the modem and it is as it should be, with the main incoming going to a splitter and from the 3.5dB side to the modem with no other splits.
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Allan
Moderator
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@jdrid,
Is there a signal amp or booster connected to the cable line going to the modem?
Allan - Cox Support Forums Moderator
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Jdrid
New Contributor
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Not that I'm aware of, unless Cox or someone installed out outside before it even gets near my house.
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Allan
Moderator
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@Jdrid
Ok. We will need to have a tech come out and take a look. Please send us an email with your full address and day/time that you prefer for the visit to cox.help@cox.com so we can schedule this for you.
Thanks,
Allan - Cox Support Forums Moderator.
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Jdrid
New Contributor
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The tech came out and all he did was call some other guy at Cox and asked to look at if my modem was having errors. The guy from Cox said I was having a lot of errors on the return signal, so the tech decided that my modem was bad. He did not even check anything at all with the modem; he walked into the room, called a guy at Cox, told me my modem was broken and left. The fact that without even physically touching or loading into the modem to check errors at all he just dictates that "my modem is bad" is a little baffling to me. And of course he told me about how I can buy a new modem from Cox. Here's more errors from my modem:
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cpljp
Contributor
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Wow thats a lot of T3s. I doubt there is anything wrong with your modem. See if the techs on this forum can check your ICFR for your upstream channels and check your neighbor's upstream ICFR as well. Maybe a cable issue outside in the plant
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DannyS
Moderator
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Sorry if the tech was unable to identify any issues while onsite. We would like to set up another call for you.
please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on
the account with the full service address with a link to this thread so we can get started.
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Jdrid
New Contributor
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I have sent another email asking for service as requested. I have attached logs from today as well in that email and here. I have discovered that during a connection drop the upstream power shoots up much higher than normal, and then returns to a normal level after the disconnection has stopped. The first paste is the disconnect, the second is how it normally is.
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Charles_W
New Contributor
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Were you able to get this issue fixed? I seem to have the same problem as you as of this morning and has continued all day.
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