Frequent Internet Dropping

For about 2 months now I have been having connection issues with our internet (wired connection and wi-fi), and in the last couple weeks it would just drop at least 3-5 days in a week, at least 1-2 times on a day when it happens. All lights from modem and router are on as if it's working normally (no lights indicating any errors). I have tried connecting the modem directly to different 2 computers using 2 different cables and still no internet. I have also talked to tech support a few times when this happened and they can't see any issues on their side and they can see that my router is working fine. So right now the only fix is to reboot the modem and router either by me or remotely by the tech support. What do you think it is? Is it my modem or router starting to fail? Like I've said earlier there is no error lights from both of these devices and I've also checked if they are overheating or any loose connections which I didn't see. Also, modem and router firmware is up to date.

This is my modem and router model (both are 2-3 years old)

Modem: Netgear CM600-100NAS DOCSIS 3.0

Router: Netgear R8000-100NAS Nighthawk AC3200 Tri-Band

My current internet plan is Cox High Speed Internet Preferred 100mbps. My internet usage includes smart home devices, streaming and gaming.

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Rob_H_

Contributor II

•

93 Messages

Try logging into the web interface of the CM600 by pointing a web browser to 192.168.100.1. The default user name should be "admin" and password is "password". There you can check your downstream signal power levels, SNRs, correctable codewords and more importantly uncorrectable codewords and upstream signal power levels, etc. You can also view the "Event Log" for events (i.e. T3 timeouts) which seemed to correspond with the time of your outages.

The link below might help you to interpret the quality of your modem connection with Cox based on what you see through the modem's web interface. Should you find that things aren't right, you might want to contact Cox and ask for Tier 2 Internet Support. It's also a good idea to verify with the tech that you are ultimately connected with that they are, in fact, in Tier 2. Good Luck.

pickmymodem.com/.../

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Java0515

New Contributor III

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21 Messages

Im going to try this out! Will update once done.

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Java0515

New Contributor III

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21 Messages

This is what the modem logs says:

Cable Connection

Apply Cancel

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	795000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv4 only

<tabindex=-1>Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	3	795000000 Hz	2.2 dBmV	32.2 dB	0	0
2	Locked	QAM256	1	783000000 Hz	3.3 dBmV	33.0 dB	2254	49
3	Locked	QAM256	2	789000000 Hz	2.9 dBmV	32.7 dB	0	0
4	Locked	QAM256	22	909000000 Hz	1.1 dBmV	31.7 dB	96	0
5	Locked	QAM256	4	801000000 Hz	2.0 dBmV	32.0 dB	0	0
6	Locked	QAM256	5	807000000 Hz	2.0 dBmV	32.1 dB	0	0
7	Locked	QAM256	6	813000000 Hz	2.2 dBmV	32.3 dB	0	0
8	Locked	QAM256	7	819000000 Hz	2.2 dBmV	32.3 dB	0	0
9	Locked	QAM256	8	825000000 Hz	2.0 dBmV	32.3 dB	516	382
10	Locked	QAM256	17	879000000 Hz	0.5 dBmV	32.0 dB	0	0
11	Locked	QAM256	18	885000000 Hz	0.6 dBmV	32.0 dB	0	0
12	Locked	QAM256	19	891000000 Hz	0.4 dBmV	31.8 dB	9	0
13	Locked	QAM256	20	897000000 Hz	0.3 dBmV	31.7 dB	31	0
14	Locked	QAM256	21	903000000 Hz	1.0 dBmV	32.1 dB	17	0
15	Locked	QAM256	23	915000000 Hz	1.3 dBmV	31.7 dB	36	0
16	Locked	QAM256	24	921000000 Hz	1.0 dBmV	31.2 dB	256	0
17	Locked	QAM256	33	345000000 Hz	11.0 dBmV	39.0 dB	0	0
18	Locked	QAM256	34	351000000 Hz	10.8 dBmV	39.0 dB	0	0
19	Locked	QAM256	35	357000000 Hz	10.8 dBmV	38.9 dB	0	0
20	Locked	QAM256	36	363000000 Hz	10.5 dBmV	38.9 dB	0	0
21	Locked	QAM256	37	369000000 Hz	10.4 dBmV	38.6 dB	0	0
22	Locked	QAM256	38	375000000 Hz	10.4 dBmV	38.6 dB	0	0
23	Locked	QAM256	39	381000000 Hz	10.3 dBmV	38.6 dB	0	0
24	Locked	QAM256	40	387000000 Hz	10.1 dBmV	38.2 dB	0	0

<tabindex=-1>Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	2560 Ksym/sec	20492000 Hz	42.8 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	25392000 Hz	44.3 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	31892000 Hz	45.8 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	38392000 Hz	47.3 dBmV
5	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

Current System Time: Mon Aug 06 16:57:40 2018

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And Here's the Event Log:

Event Log

Clear Log Refresh

Time	Priority	Description
2018-08-06, 07:56:11	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.1;CM-VER=3.0;
2018-08-06, 07:55:23	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.1;CM-VER=3.0;
2018-08-04, 08:04:47	Critical (3)	Resetting the cable modem due to docsDevResetNow
2018-08-02, 14:52:58	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.1;CM-VER=3.0;
2018-07-22, 09:24:20	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.1;CM-VER=3.0;
2018-07-17, 22:30:41	Critical (3)	Resetting the cable modem due to docsDevResetNow
2018-07-17, 21:07:42	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.1;CM-VER=3.0;
2018-07-17, 21:05:51	Critical (3)	Resetting the cable modem due to docsDevResetNow
2018-07-16, 05:13:13	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.1;CM-VER=3.0;
2018-07-16, 05:11:28	Critical (3)	Resetting the cable modem due to docsDevResetNow
2018-07-11, 18:08:27	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.1;CM-VER=3.0;
2018-07-02, 07:45:54	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.1;CM-VER=3.0;
2018-06-30, 18:01:27	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.1;CM-VER=3.0;
2018-03-28, 02:21:58	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:21:50	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:21:49	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:20:50	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:19:52	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:18:54	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:17:56	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:17:23	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:16:04	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:15:06	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:14:08	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:13:10	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:12:54	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:12:54	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:12:51	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:12:50	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:10:50	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:10:46	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:10:44	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:10:38	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
2018-03-28, 02:09:40	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;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;CM-MAC=2c:30:33:94:d3:98;CMTS-MAC=f8:b7:e2:05:a8:f0;CM-QOS=1.0;CM-VER=3.0;

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Java0515

New Contributor III

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21 Messages

This is the the modem status after disconnecting it from 2 splitters and connected it directly to the main coaxial cable.

Cable Connection

Apply Cancel

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	795000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv4 only

<tabindex=-1>Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	3	795000000 Hz	-5.4 dBmV	34.6 dB	0	0
2	Locked	QAM256	1	783000000 Hz	-4.6 dBmV	35.0 dB	0	0
3	Locked	QAM256	2	789000000 Hz	-5.0 dBmV	34.8 dB	0	0
4	Locked	QAM256	22	909000000 Hz	-5.8 dBmV	34.7 dB	0	0
5	Locked	QAM256	4	801000000 Hz	-5.4 dBmV	34.5 dB	0	0
6	Locked	QAM256	5	807000000 Hz	-5.5 dBmV	34.7 dB	0	0
7	Locked	QAM256	6	813000000 Hz	-5.5 dBmV	34.8 dB	0	0
8	Locked	QAM256	7	819000000 Hz	-5.5 dBmV	34.9 dB	0	0
9	Locked	QAM256	8	825000000 Hz	-5.5 dBmV	35.0 dB	0	0
10	Locked	QAM256	17	879000000 Hz	-6.8 dBmV	34.2 dB	0	0
11	Locked	QAM256	18	885000000 Hz	-6.6 dBmV	34.6 dB	0	0
12	Locked	QAM256	19	891000000 Hz	-6.6 dBmV	34.5 dB	0	0
13	Locked	QAM256	20	897000000 Hz	-6.5 dBmV	34.5 dB	0	0
14	Locked	QAM256	21	903000000 Hz	-5.9 dBmV	34.8 dB	0	0
15	Locked	QAM256	23	915000000 Hz	-5.4 dBmV	34.8 dB	0	0
16	Locked	QAM256	24	921000000 Hz	-5.4 dBmV	34.5 dB	0	0
17	Locked	QAM256	33	345000000 Hz	1.6 dBmV	39.4 dB	0	0
18	Locked	QAM256	34	351000000 Hz	1.5 dBmV	39.5 dB	0	0
19	Locked	QAM256	35	357000000 Hz	1.5 dBmV	39.4 dB	0	0
20	Locked	QAM256	36	363000000 Hz	1.4 dBmV	39.4 dB	0	0
21	Locked	QAM256	37	369000000 Hz	1.3 dBmV	39.4 dB	0	0
22	Locked	QAM256	38	375000000 Hz	1.2 dBmV	39.4 dB	0	0
23	Locked	QAM256	39	381000000 Hz	1.3 dBmV	39.4 dB	0	0
24	Locked	QAM256	40	387000000 Hz	1.2 dBmV	39.4 dB	0	0

<tabindex=-1>Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	2560 Ksym/sec	20492000 Hz	37.3 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	25392000 Hz	38.8 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	31892000 Hz	40.3 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	38392000 Hz	41.8 dBmV
5	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

Current System Time: Mon Aug 06 17:34:46 2018

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Rob_H_

Contributor II

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93 Messages

At first glance, I see improvements in the SNR for some downstream channels and lower pwr levels for other downstream channels which puts them all in a better operating range for a DOCSIS 3.0 modem. All the best.

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Becky

Moderator

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4.3K Messages

Hi Java15, is there a splitter on the coax connection to your modem? Some of your modem metrics are slightly out of desired specifications. If no splitters, I suggest that we schedule a service call. If there is a splitter, try replacing it with a new one and see if your connectivity improves. My team can set up a service call for you, if you'd like. Email cox.help@cox.com with your full name, address, and a link to this page. -Becky, Cox Support Forums Moderator

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Java0515

New Contributor III

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21 Messages

Thank you Becky, I'm currently at work but thinking of it now, I 'm certain that it is connected to a splitter because we used to have cable tv as well. When I get home today I will connect the modem directly to the main coaxial line and see how it goes. Will update to this later.

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Java0515

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21 Messages

I just removed all the splitters that was hooked up to my main coaxial cable. There were two types of splitters one is amplifier and the other was just a regular splitter. These were used before when I had my contour TV. I will have to see in the following weeks if this will resolve the issue.

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Java0515

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21 Messages

No internet again, I woke up at 6 am this morning and there is no internet from either wired or wifi connection. I checked both modem and router's web address and it says the 'connection is good'. Again no lights indicating connection errors.

https://photos.app.goo.gl/UTUDgCRxcNTtuYYy5

https://photos.app.goo.gl/QZeShRucYJRmmeBm9

https://photos.app.goo.gl/s3UhgHrzN7EEVyMz6

photos.app.goo.gl/J3cXTfCdpz2fkjAV7

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Rob_H_

Contributor II

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93 Messages

You posted the before and after signal levels yesterday in reply to my comment. As I stated, I saw improvement in the SNR on some of your downstream channels and lower signal levels on the remaining downstream channels. All representing improvements that put them in the nominal operating range for a DOCSIS 3.0 modem. It would be interesting to see what new errors have been generated since then in the error log and the number of correctable and uncorrectable code words. All the best.

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Rob_H_

Contributor II

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93 Messages

The lowest SNR on one of your downstream channels appears to be 33.7 dB. Though on the lower end of the nominal range, it is still supposed to be within the nominal operating range as far as SNR goes for DOCSIS 3.0. However, the number of correctable code words and uncorrectable codewords on downstream channel 9 are off the charts given the relatively short amount of uptime for the modem.

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Java0515

New Contributor III

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21 Messages

Today, 8/7/2018 at 3:30 my internet connection went down again. :(

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Java0515

New Contributor III

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21 Messages

This is what I've done in terms of troubleshooting it myself:

-Removed all unnecessary splitters.

-Wired PC directly to the modem (tried 2 different PCs, 2 different ethernet cables) to check internet connection after it went down.

-Hard reset Modem and Router.

Right now the only way to regain internet connection is by rebooting both Modem and Router.

My next plan would be connecting just a computer to the modem and leaving it connected for 1-2 days just to further isolate the problem.

What I don't understand is why are both router and modem not giving me any LED light indications when the internet goes down? Why does the connection status in modem and router web page says its "Good". If either modem or router is bad then why my connection is all good after reboot?

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Java0515

New Contributor III

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21 Messages

Cox tech support came to my house today and did their troubleshooting and concluded that my modem has failed. Got a new modem, was installed and setup 10 hours ago. Internet seems to be back to normal no slowing down or disconnection so far.

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Rob_H_

Contributor II

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93 Messages

I hope that solution works out for you. All the best.

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Java0515

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21 Messages

Nope! Internet is out again!

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Rob_H_

Contributor II

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93 Messages

I'm not surprised, java15. Usually high uncorrectable codewords are indicative of an issue between the Cox facilities and your modem. Does this modem also allow you to view the error log? Perhaps, it's time to get Tier 2 involved as I originally suggested.

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Java0515

New Contributor III

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21 Messages

Yes, tier 2 tech is scheduled to come out today.

This is the log from the new modem.

photos.app.goo.gl/jA3y1Bm5BRZX1vq47

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Rob_H_

Contributor II

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93 Messages

Much better SNRs and signal levels. However, the high number of uncorrectables, this time on Channel 6, is indicative of a lingering problem.

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Java0515

New Contributor III

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21 Messages

Here we go again internet went down again! Woke up this morning at 6 am without internet. Its a daily routine for me now to reboot modem and router every morning! I hope Cox is following this issue.

Here's the log from the new modem:

https://photos.app.goo.gl/jK3m3PhcXNbLQPr4A

https://photos.app.goo.gl/FkoSE2g7gjvwyqCH9

Here's the picture of modem and router LED lights:

https://photos.app.goo.gl/Qm2D1jJ6HfQ3B4xj6

https://photos.app.goo.gl/Yt2974LzmmSmrBoTA

photos.app.goo.gl/uNMC5WrM8sesCMmBA

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Rob_H_

Contributor II

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93 Messages

java15, if you could get a copy of those event logs to the Tier 2 support staff back at their offices that would probably provide some important clues.

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Java0515

New Contributor III

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21 Messages

Internet down again! Today it went down 2x within 30 minutes!

Below is the log from 8-17-2018 between 5am-6am

Cable Connection

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Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

<tabindex=-1>Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	843000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv4 only

<tabindex=-1>Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	11	843000000 Hz	-6.4 dBmV	36.0 dB	298755337	0	0
2	Locked	QAM256	1	783000000 Hz	-4.5 dBmV	36.8 dB	297575399	0	0
3	Locked	QAM256	2	789000000 Hz	-4.8 dBmV	36.6 dB	297586669	0	0
4	Locked	QAM256	3	795000000 Hz	-5.2 dBmV	36.5 dB	297595879	0	0
5	Locked	QAM256	4	801000000 Hz	-5.2 dBmV	36.4 dB	297603865	0	0
6	Locked	QAM256	9	831000000 Hz	-6.0 dBmV	36.2 dB	297607115	3737	4165
7	Locked	QAM256	10	837000000 Hz	-6.3 dBmV	36.0 dB	297631707	0	0
8	Locked	QAM256	12	849000000 Hz	-6.8 dBmV	35.8 dB	297744392	1	0
9	Locked	QAM256	17	879000000 Hz	-7.8 dBmV	35.6 dB	297779227	2	0
10	Locked	QAM256	18	885000000 Hz	-7.7 dBmV	35.7 dB	297788998	0	0
11	Locked	QAM256	19	891000000 Hz	-7.6 dBmV	35.9 dB	297797976	3	0
12	Locked	QAM256	20	897000000 Hz	-7.4 dBmV	36.0 dB	297785259	1	0
13	Locked	QAM256	21	903000000 Hz	-6.9 dBmV	36.6 dB	297817436	0	0
14	Locked	QAM256	22	909000000 Hz	-6.8 dBmV	36.7 dB	297826765	0	0
15	Locked	QAM256	25	927000000 Hz	-6.4 dBmV	36.9 dB	297836671	0	0
16	Locked	QAM256	26	933000000 Hz	-6.4 dBmV	36.8 dB	297845652	1	0
17	Locked	QAM256	27	939000000 Hz	-6.4 dBmV	36.8 dB	297855592	1	0
18	Locked	QAM256	28	945000000 Hz	-6.3 dBmV	36.7 dB	297864004	1	0
19	Locked	QAM256	29	951000000 Hz	-6.3 dBmV	36.7 dB	297873947	0	0
20	Locked	QAM256	30	957000000 Hz	-6.1 dBmV	36.7 dB	297883902	0	0
21	Locked	QAM256	33	345000000 Hz	2.5 dBmV	40.2 dB	297893552	0	0
22	Locked	QAM256	34	351000000 Hz	2.4 dBmV	40.3 dB	297901688	0	0
23	Locked	QAM256	35	357000000 Hz	2.4 dBmV	40.2 dB	297912117	0	0
24	Locked	QAM256	36	363000000 Hz	2.3 dBmV	40.1 dB	297921409	0	0
25	Locked	QAM256	37	369000000 Hz	2.1 dBmV	40.2 dB	297930038	0	0
26	Locked	QAM256	38	375000000 Hz	2.0 dBmV	40.1 dB	297939770	0	0
27	Locked	QAM256	41	393000000 Hz	2.1 dBmV	40.0 dB	297949635	0	0
28	Locked	QAM256	42	399000000 Hz	1.9 dBmV	40.0 dB	297958740	0	0
29	Locked	QAM256	43	405000000 Hz	2.0 dBmV	40.1 dB	297966325	0	0
30	Locked	QAM256	44	411000000 Hz	2.0 dBmV	40.1 dB	297977515	0	0
31	Locked	QAM256	45	417000000 Hz	1.9 dBmV	40.1 dB	297982086	0	0
32	Locked	QAM256	46	423000000 Hz	2.0 dBmV	40.1 dB	297981357	5068	3207

<tabindex=-1>Upstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	20492000 Hz	38.0 dBmV
2	Locked	ATDMA	2	25392000 Hz	39.3 dBmV
3	Locked	ATDMA	3	31892000 Hz	40.8 dBmV
4	Locked	ATDMA	4	38392000 Hz	42.3 dBmV
5	Not Locked	Unknown	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Hz	0.0 dBmV

<tabindex=-1>Downstream OFDM Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0, 1	159	288000000 Hz	5.6 dBmV	41.3 dB	1126 ~ 2969	4244365279	176476652	0
2	Not Locked	0	0	0 Hz	2.4 dBmV	0.0 dB	0 ~ 4095	0	0	0

<tabindex=-1>Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	Unknown	0	0 Hz	0 dBmV
2	Not Locked	Unknown	0	0 Hz	0 dBmV

Current System Time: Fri Aug 17 13:46:47 2018

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Rob_H_

Contributor II

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93 Messages

java15Consistently, the lower downstream channels are showing more noise. Channel 6 still showing high uncorrectables.

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Frequent Internet Dropping

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