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SB6141 Random Drops - Months and no resolution
As the title says, I have had the mysterious random dropping of my SB6141 for a while now. My previous modem had the same issues and was a DOCSIS 2 surfboard. I thought the modem was the issue and bought the SB6141 but the same issue was happening.
Upon inspection of the cable run from the drop outside of my house I found the following: Barrel to my indoor run which was RG59 which went to another barrel then into RG6. From there, another barrel into RG6 down to a wall plate barrel with a short RG6 jumpre into a 2 way splitter with 2 RG6 tails - one to modem and one to digital cable box.
About a month ago I replaced all of the cable and components in line. It now looks like this: Barrel to RG6 coming into the house with a straight run into the wall plate barrel (I also replaced this barrel) Then a short jumper into a 2 way splitter with 2 tails (one to modem and one to digital cable box) and the problem still persists. I am getting about 10 drops per day at random times.
I have had a technician come out to check the signal to the house but of course all he did was remount the cable drop on my house and call in for the signals to be checked - I thought they would at least disconnect the cable and check the integrity of the cable itself and maybe even check the plate at the pole. I guess I have a higher standard when verifying the integrity of a system.
Anyway, here are screen grabs of a couple of configurations for signal and a log file from today. I have yet to get a screen grab when the signal actually drops.
Before the cables and components were replaced
After cables and components replaced
After cables and components replaced without splitter or cable box
After cables and components replaced with splitter but no cable box
And finally a log from today
I should also mention that I have tried several power supplies and moved the power supply from surge protected to direct in the wall in various configurations with no apparent change. After speaking with a friend who was a Cox field technician for a while he believes this is an issue outside of my house and likely at the pole. Several years ago when this issue first started presenting itself it was after a major weather event where my cable was actually pulled form the house but still connected and hanging low over the street. I reattached it but no one ever came out from Cox to verify the cable at the pole.
I am still trying to vet other neighbors to see if they have any issues with their connections as well. So, where do I go from here?
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umyeah
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Are you using a router? If so then try doing a straight wired connection, bypassing the router. Just from the modem to the device. If you are still getting booted then you know its the modem. If you don't then you know it's the router. Maybe try getting the router reconfigured to a different frequency. Or maybe try upgrading your modem to a Docsis 3 modem. Depending upon where you live there could be an upgrade of speed for you. I would look into that.
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Dedw8
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Mike_Zap
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My modem is fairly new - only a couple of months and is DOCSIS 3. I believe I am already on Premier service and the speeds check out on testing. I can't say 100% it isn't the modem but I would certainly feel better if Cox actually verified the plate on the poll wasn't damage or their isn't something else on our network in the neighborhood going on.
As far as weather, I haven't really noticed any significant difference between hot and sunny, cold or raining. The symptom seems completely random as far as weather is concerned. FYI I am in the New Orleans area.
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DerrickW
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Mike_Zap
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The disconnects are daily and average 10 a day at random times. The power is coming from the same outlet as the rest of my entertainment center. but usually only a few devices are on at a time. I had the modem previously plugged into a surge protector (not a power conditioner) and then to eliminate that as a possible issue, I moved it directly to a wall outlet. I do have access to a Furman power conditioner I can drop in as a further test.
(and silly me with the MAC address)
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ChrisL
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Mike_Zap
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I have already tried 3 different power supplies with no change. I find it pretty hard to believe that all 3 of them are bad (2 brand new out of the box). I wouldn't rule out the modem but as I said, this same issue was happening with my old modem which is why I bought a new one but the same issues persist.
Tell you what, if you can schedule a tech for me on Friday, I would let them in my house, begrudgingly, but I will. I also want someone that will get up on that pole and check things out as well.
I would like to say that of all the resolutions to this issue online across all of the providers, the issue was in the home less than 10% of the time. I've probably read over 100 threads with thousands of posts already concerning this very issue. But hey, you never know right?
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Mike_Zap
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I wanted to provide an update and some further info. I will be using a Furman AC-215 AC Power Conditioner to eliminate source power as an issue. I will also purchase a 4th power supply to test with (though this is really getting to be absurd)
Also, what is the current version of firmware for the SB6141?
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Mike_Zap
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I installed the Furman last night night but did not get a chance to get a new power supply. 1 drop within the first 3o mins and 3 more overnight. After the new power supply tonight, what do you guys suggest next?
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ChrisL
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Mike_Zap
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Thanks for the help Chris!
Can I get some clarification on what you meant. Are you recommending a tech come for an in home visit or having someone come and check outside at the pole/drop first? If in home, is that something that can be set up online or should I call in to request an appointment?
Also, I asked about the current firmware version for the modem and more to the point, is my modem running the current version as I have seen in other posts where this has been an issue.
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AlexYen
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Mike, maybe you can try Battery Backup with Surge Protector as your modem's power source. (ie: APC Back-UPS)
If there is power issue, the UPS will switch to battery mode and beep to let you know. Hope that will help you the troubleshoot..
- Alex
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Mike_Zap
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I have had my entertainment center and my office both on UPS for almost 7 years now and the only time the UPS beeps is either when power is out in the whole neighborhood or it is time to replace the battery in the unit. Thanks for the suggestion though as it may help someone else.
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ChrisL
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Mike_Zap
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Ok, here we go.....
Cox contractor came out and tested all of the lines - at the block, at my wall and with my jumpers. The signal is good if not very good which I gathered from my own observation already. I did have a power pass splitter and he swapped it out for non-power pass. This should make no difference as far as actual signal unless there are power surges on the Cox coax itself.
Last items on the list are verifying my modem has the current version of firmware as I have read around that the latest version handles communication better (T4/T3 timeouts) and after that, the modem is still under warranty and I would see about getting it swapped out.
So again, I will ask the question: What is the current version of firmware supported by Cox for the SB6141?
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