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SB6141 unreliable connection
I'm having an unreliable connection for about a week now after there was an outage in my area. I'm sporadically losing my connection or getting slow speeds. It looks like the modem upstream traffic is not getting through sometimes. Sometimes rebooting the modem fixes it, sometimes not. A tech came out to our house and checked the lines and they are all good. He said it is our modem.
I talked to one of your phone techs yesterday and she said the modem is fine and to try plugging the modem directly into the wall instead of the power strip because sometimes they are seeing that power strips are not giving the modem enough power. That didn't fix it.
A few months ago we had the same problem: Cox had an outage, then we had dropped connections for about a week. The first tech that came said it was the modem so we bought a new one. Same problem. Then another tech came out and replaced every connection between the curb and the modem and it started working again. It ran flawlessly until this last outage.
This pattern has been repeating every few months since we started the service about a year ago. Cox outage, unreliable connections, techs come and fiddle with connections, and it works until the next outage. The modem was purchased new a year ago from NewEgg.
Here's what I'm seeing in the modem log. The last 2 reboots were sent from your phone tech. He opened ticket #2824704 and transferred me but I got tired of sitting on hold so I thought I'd try the forums. The part that was previous to this that you cant see anymore shows a couple drops at 20:30, and a bunch more at 21:01.
I checked the upstream power levels and they are 46-50 dBmV, which appears high but still in acceptable range according to the Motorola support documents. Do you have any ideas? This is pretty frustrating.
| Aug 04 2015 22:34:50 | 6-Notice | I401.0 | TLV-11 - unrecognized OID;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 22:34:50 | 5-Warning | Z00.0 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:15 | 6-Notice | N/A | Cable Modem Reboot due to T4 timeout ;CM-MAC=xxxxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 22:34:04 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 22:34:04 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 22:25:20 | 6-Notice | I401.0 | TLV-11 - unrecognized OID;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 22:25:20 | 5-Warning | Z00.0 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:27 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:15 | 6-Notice | N/A | Cable Modem Reboot from SNMP ;CM-MAC=xxxxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:44:53 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:44:52 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:03:53 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:01:14 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:01:13 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:01:13 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:01:12 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:01:12 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:01:11 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:01:11 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; |
| Aug 04 2015 21:01:10 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0; |
ChrisL
Former Moderator
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When I look at the modem from here I see indications of a noise problem with the upstream channels. Are there any cable splitters you can try bypassing to see if that improves the connection any?
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unreliable1503
New Contributor
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It's a brand new house. There's 2 connections between the modem and the street. One in the box by the curb and one in the box on the house by the electric panel. From there it's a straight shot to the modem.
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unreliable1503
New Contributor
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There isn't anything in the modem logs since the 5th except a time my wife accidentally unplugged it.
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ChrisL
Former Moderator
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Everything is looking much better from this end now. Are you still experiencing any problems?
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BrianS
New Contributor
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I have read in various places on the internet, like speedguide.net (I think), that the upstream power levels may need to be 40-45 because newer equipment has gotten pickier. I remember seeing some mention of 52 being the max instead of the 55 or so stated in other places.
With the number of people posting with problems having 45-50 upstream power, perhaps Cox should dive deeper into why that is happening...
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Lost_Connection
New Contributor
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Brand new Motorola SB6141 modem just purchased and installed last weekend and worked flawlessly until August 11.
Unreliable for about 3 days now. Started August 11. I had seen a Cox truck in my neighborhood in Ft Walton Beach and a few hours later noticed the lost connection. I unplugged the modem and then plugged back in and could check email but within 5 minutes was lost again. Called customer service and was advised there were others in my area experiencing similar problems and back in service estimate was 5:30 PM but to try at 6 PM just to be sure work was completed. Still no different at 6 PM. Tried again at 10 PM and same results. Reported again and got a different customer service rep who denied there were any problems in my area.
August 12 was worse. No service all day long. Tried repeated unplugging modem, cable, router etc etc all day long and never got a connection. Called customer service again in the morning and was told no techs available but scheduled one for Friday August 14 due to none available Aug 12. I was not going to be available Aug 13 so they said they would call if an opening came up Aug 12. it didn't. Finally around 8 PM I unplugged modem and repowered and it worked but still lost connection when not in use.
August 13 connection was dropped upon checking at 5 AM. Unplugged and repowered modem and got connected again and hoping it stays connected this time.
Thanks!
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macomar
New Contributor
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Here's another data point from N. San Diego County. I routinely check my SB6141 signal levels and noticed a change in configuration and levels after an apparently short outage early on Aug. 6:
1. The number of upstream bonded channels changed from 3 to 4.
2. The upstream power levels increased from 30-31 dBmV to 48-51 dBmV.
So far I haven't noticed any change in the quality of the service, downstream levels are good and unchanged, but I don't have much headroom left on the upstream side.
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ChrisL
Former Moderator
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By chance did your service visit ever take place? I tried looking at the modem from here however it appears to be offline.
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