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New Contributor
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Random time outs
Connection is randomly going down, this happens almost every night at around 1AM to 1:30AM MTN (AZ) Time.
What is going on?
http://i.imgur.com/YuZoKAb.png?1
Arris SB6183 Modem, barely bought it a week ago
Asus RT-AC66U Router
Running a wired connection
Health_Edge
+5 more
Valued Contributor III
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Does it only happen around 1AM? Looks like T3 errors. What are your signal levels?
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Shiraichi
New Contributor
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It is usually around that time, I usually give up by 2AM, right now and go to bed. Somehow next day it is better and the cycle repeats again late at night.
And would you clarify a little more on the signal levels, I am running a cabled connection between the router to my computer, I only use the wireless for my mobile devices.
EDIT:
Latest log from Modem: http://i.imgur.com/jvenThb.png?1
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chris_c21
+1 more
Contributor III
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Your signal levels meaning the modem's SNR, power levels, all that good stuff. Should be able to see it from the 192.168.100.1 page where you found the event log.
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Shiraichi
New Contributor
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Here is the log of the whole day today, couple of time outs throughout the day.
http://i.imgur.com/zXBdBgD.png?1
And I'd like to believe this is the information that was asked of me
http://i.imgur.com/Yo6mK8l.png?1
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DerrickW
Valued Contributor
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It sounds like it could be an issue with the signal coming into the home. Are you using a wired connection direct from the PC to the modem? If you're using a router, do all devices connected to the router stop working? Do you have to reset the modem to get back online?
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Internet_User10
New Contributor
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I am having this issue too. I just started with Cox a couple days ago. Every few hours all of my wireless devices get an internet time out, where a page won't load or a movie I'm streaming just stops.
What can I do to fix this?
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DerrickW
Valued Contributor
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Does this only happen on the wireless devices? Do you have anything wired to your router? If it is just a wireless issue, I would recommend changing the channel on the router manually instead of having it set to "Auto" that my help with the disconnects. Also, depending on the location of the router in the home, having a signal booster may be a good idea.
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BrianS
New Contributor
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To me, it looks like Shiraichi's downstream power levels are a bit low. I've got an old DOCSIS 2 modem, and this is what I have right now:
Receive Power Level
Signal to Noise Ratio
Transmit Power Level
38.2 dBmV
My setup in the house is direct from the ground tap to a 2-way split, with 1 output of the split going directly to the modem and the other output going to another splitter for the rest of the house. Might want to check to see if you can reduce the number of any splitters involved and/or replace a splitter. Also check the cable connection to the new modem.
Beyond that, when I had a similar problem, Cox had to do some tests from their head end to me. Ultimately they came out and ran a new drop from the pole, replaced the ground, and set up the current splitter arrangement.
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Shiraichi
New Contributor
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Are you using a wired connection direct from the PC to the modem?
No, I have a router in between. The RT-AC66U, my connection is wired.
If you're using a router, do all devices connected to the router stop working?
Yes, the 2 tablets, all family PCs, and all 3 mobile devices connected.
Do you have to reset the modem to get back online?
Yes, but even after a hard reset the connection remains unstable.
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MichaelJ
Moderator
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BrianS
New Contributor
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@ Mike -
While I know that removing the router is a troubleshooting step, the router does not impact the RX/TX signal levels the modem is seeing / using. The upstream power being pushed is approaching the upper limit, and is a full 10dBmV higher than what I have at my home. While I know I am comparing DOCSIS 2 to DOCSIS 3, I really think Shiraichi needs you all to run tests from your head-end back to him/her and focus on the coax part of the connectivity and not ethernet.
Just my opinion. Your mileage may vary. :-)
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ChrisL
Former Moderator
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This is something we're more than happy to do however if everything checks out there's the possibility of a $60 charge to the account. In many cases we can avoid these unfortunate situations by trying all possible basic troubleshooting steps prior to resorting to sending a technician.
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BrianS
New Contributor
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You are saying it costs $60 to perform a line test, without a tech dispatch, from the plant to the CPE? Or are you saying a test is not possible without a tech dispatch?
My concern here is for both Shiraichi's problem and for whatever might happen to me if I run into the same issues at some point. The router plays no part in the modem signal levels, and the transmit levels are within 3dBvM of the typical maximum spec. This suggests that the modem is having to push hard to be able to stay locked upstream.
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BrianS
New Contributor
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@Shiraichi
Why did you get the new modem? Did you have a modem before you got this one? If so, do you still have it available?
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ChrisL
Former Moderator
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We can see basic line quality from here. Beyond that a technician would need to be dispatched. If no problem is found or the problem is found to be something in the home the service call would be billable.
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