Dynamic range window violation

This happens over and over. The cable modem connection is good and power levels are within a good range, but I keep getting these T3 timeouts and I lose internet connection every few minutes. Does anyone know how to fix this without have to pay the Cox technician to come out? I only have the one line in, no splitters and the modem works.

2019-9-16, 04:02:11	Warning (5)	Dynamic Range Window violation
2019-9-16, 04:02:11	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:82:ae:68;CMTS-MAC=00:38:df:9b:21:5d;CM-QOS=1.1;CM-VER=3.0;
2019-9-16, 04:02:12	Warning (5)	Dynamic Range Window violation
2019-9-16, 04:02:13	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:82:ae:68;CMTS-MAC=00:38:df:9b:21:5d;CM-QOS=1.1;CM-VER=3.0;
2019-9-16, 04:02:14	Warning (5)	Dynamic Range Window violation
2019-9-16, 04:02:15	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:82:ae:68;CMTS-MAC=00:38:df:9b:21:5d;CM-QOS=1.1;CM-VER=3.0;
2019-9-16, 04:02:16	Warning (5)	Dynamic Range Window violation
2019-9-16, 04:02:59	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:82:ae:68;CMTS-MAC=00:38:df:9b:21:5d;CM-QOS=1.1;CM-VER=3.0;
2019-9-16, 04:03:00	Warning (5)	Dynamic Range Window violation
2019-9-16, 04:03:59	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:82:ae:68;CMTS-MAC=00:38:df:9b:21:5d;CM-QOS=1.1;CM-VER=3.0;
2019-9-16, 04:03:59	Warning (5)	Dynamic Range Window violation

Responses

JonathanJ

Former Moderator

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1.9K Messages

@Intermittent Internet Connection

If the source of the problem is in our equipment or outside your house, it is our responsibility and there is no charge for the service call. Have you checked the coax cable to make sure all ends are hand tight also check the conductors (copper pin on tip of coax cable) to make sure they're not bent? To avoid that swap the coax cable if you have one. If still seeing the time outs after please email us at cox.help@cox.com your full name and address so we can check the signal levels.

Jonathan J
Cox Moderator

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Intermittent_I2

New Contributor II

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14 Messages

Thank you for your response. The coax comes into my house directly from your box outside my home so I do not know how to swap out the cable without pulling it out from the outside and I'd rather not open your box.

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StephanieS

Moderator

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661 Messages

@Intermittent Internet Connection

On the inside of your home, where the coax cable comes out of the wall does the cable screw onto a fitting on the wall or does it pull out of an existing hole in the wall? If the cable line did screw onto a fitting than it would be easy to swap out. We definitely don't want you getting into the outside equipment. If the cable line pulls out of an existing hole in the wall it can't be swapped out. Please disconnect the coaxial cable from the back of the modem and take a look at the tip of that cable. It's important that the little piece of copper that comes out of the end of the cable is straight. Then go ahead and reconnect it making sure that it goes back on straight and tight. Once that's done please reach back out so I can recheck that signal.

StephanieS
Cox Forums Moderator

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Intermittent_I2

New Contributor II

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14 Messages

Sorry for the delayed response. Every time I remembered to try and log into the forum, my internet was out. There is no fitting so the wire comes through the wall in one piece. The copper wire looks good and straight and the cable is secured to the modem as tight as possible. I appreciate your checking the signal. Thank you.

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Becky

Moderator

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4.3K Messages

Hi Intermittent, your modem metrics are outside of our preferred specifications and your modem is reporting packet loss. This will definitely interfere with your ability to connect to the internet! I suggest scheduling a service call so an on-site technician can resolve this for you. If you'd like my team to set up the appointment for you, please email us at cox.help@cox.com. -Becky, Cox Support Forums Moderator

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Intermittent_I2

New Contributor II

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14 Messages

The last three times I've had bad connections, your techs always say it's the modem. Your service burned through 4 of your own modems in less than two years and now my guess is they will come out and tell me it is the modem I purchased and charge me a fee for coming out. I just can't afford any additional fees or to purchase a new modem at this time so I may just have to cancel service if it will not work without replacement of a modem every 4 to 6 months.

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Welcome to the Cox Community

Dynamic range window violation

Intermittent_I2

StephanieS

Intermittent_I2

Becky

Intermittent_I2

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