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bigd5783

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High packet loss every time it rains. No fix so far

I'm to the point I'm ready to go to AT&T and downgrading to 50 down and 3 up just to get internet that actually works.  I'm paying 190$ a month for internet that doesn't work.  I've been with Cox for the 10 years I've been in my house.  I never had any issues.  Then August 2019 happened.  We had 100 mph winds come through.  Ever since I get 35-50% or more of packet loss every time the wind blows or it rains.  I have tech after tech after tech out to look at my equipment.  The last tech that came out said "everything is fine" well yes while he was here everything was working fine.  Unfortunately the techs cancel or I can't seem to get a tech out here when the issue is actually happening.  Right now I'm sitting at 35% packet loss.  My logs in my modem look like this. 

22:11:48
Thu Nov 21 2019		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:12:08
Thu Nov 21 2019		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:12:11
Thu Nov 21 2019		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:12:41
Thu Nov 21 2019		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:13:31
Thu Nov 21 2019		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:13:33
Thu Nov 21 2019		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:14:03
Thu Nov 21 2019		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:14:56
Thu Nov 21 2019		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:15:29
Thu Nov 21 2019		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:15:53
Thu Nov 21 2019		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:16:23
Thu Nov 21 2019		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:17:25
Thu Nov 21 2019		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:17:46
Thu Nov 21 2019		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:17:50
Thu Nov 21 2019		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:18:20
Thu Nov 21 2019		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:19:22
Thu Nov 21 2019		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:19:28
Thu Nov 21 2019		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:19:58
Thu Nov 21 2019		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:20:56
Thu Nov 21 2019		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:21:22
Thu Nov 21 2019		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:21:26
Thu Nov 21 2019		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:21:56
Thu Nov 21 2019		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:23:25
Thu Nov 21 2019		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:23:25
Thu Nov 21 2019		   Critical (3)   Ranging Request Retries exhausted;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:23:25
Thu Nov 21 2019		   Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:24:09
Thu Nov 21 2019		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:24:20
Thu Nov 21 2019		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:24:50
Thu Nov 21 2019		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:25:05
Thu Nov 21 2019		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:25:09
Thu Nov 21 2019		   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:25:39
Thu Nov 21 2019		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;
    22:26:05
Thu Nov 21 2019		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:4e:b8:de;CMTS-MAC=00:b6:70:99:58:f0;CM-QOS=1.1;CM-VER=3.1;

 Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 33 357.0 6.3 41.4 27 0
   2 Locked QAM256 1 783.0 5.2 41.4 3686 2881
   3 Locked QAM256 2 789.0 5.4 41.4 13 0
   4 Locked QAM256 3 795.0 5.3 41.3 28 0
   5 Locked QAM256 4 801.0 5.3 41.4 8 0
   6 Locked QAM256 9 831.0 4.9 41.3 29 0
   7 Locked QAM256 10 837.0 4.9 41.3 9 0
   8 Locked QAM256 11 843.0 4.8 41.3 2 0
   9 Locked QAM256 12 849.0 4.6 41.2 21 0
   10 Locked QAM256 17 879.0 4.2 41.0 15 0
   11 Locked QAM256 18 885.0 3.5 40.6 7 0
   12 Locked QAM256 19 891.0 3.6 40.7 18 0
   13 Locked QAM256 20 897.0 3.4 40.7 26 0
   14 Locked QAM256 21 903.0 3.7 40.7 7 0
   15 Locked QAM256 22 909.0 3.8 40.7 24 0
   16 Locked QAM256 25 927.0 3.6 40.7 3 0
   17 Locked QAM256 26 933.0 4.0 40.7 3 0
   18 Locked QAM256 27 939.0 3.5 40.5 3 0
   19 Locked QAM256 28 945.0 3.2 40.3 26 0
   20 Locked QAM256 29 951.0 3.2 40.4 25 0
   21 Locked QAM256 30 957.0 2.9 40.3 3 0
   22 Locked QAM256 34 363.0 6.2 41.8 35 0
   23 Locked QAM256 35 369.0 6.3 41.8 28 0
   24 Locked QAM256 36 375.0 6.0 41.8 32 0
   25 Locked QAM256 37 381.0 6.1 41.7 11 0
   26 Locked QAM256 38 387.0 5.8 41.5 45 63
   27 Locked QAM256 41 405.0 5.4 41.4 33 56
   28 Locked QAM256 42 411.0 5.3 41.5 51 52
   29 Locked QAM256 43 417.0 5.0 41.5 53 68
   30 Locked QAM256 44 423.0 5.1 41.5 57 60
   31 Locked QAM256 45 429.0 5.0 41.5 21 0
   32 Locked QAM256 46 435.0 4.8 41.5 29 0
   33 Locked OFDM PLC 159 300.0 9.2 17.1 192105189 0



   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Not Locked SC-QAM 1 5120 19.3 38.8
   2 Locked SC-QAM 2 5120 25.8 38.3
   3 Locked SC-QAM 3 5120 32.2 38.8
   4 Locked SC-QAM 4 5120 38.6 40.0

Is there anyone out there that works for Cox that can assist me.  I am the head of IT at work.  If I hear one more technician tell me it's because I don't have a Cox branded modem/router or ask me "how many devices I have connected and if they are wired or wireless"  I'm going to lose my *** mind.  Last Chance.  I will not be paying another bill from Cox unless this is fixed.  

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Allan

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2.4K Messages

Hello. The modem is reporting a lot of t3 errors and about 4% packet loss at this time. I recommend having a tech come out to take a look. Please send us an email with your full name, address, and a link to this thread so we can help get this issue resolved for you. -Allan, Cox Support Forums Moderator.

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bigd5783

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5 Messages

This would be the 5th tech to come out.  The past 4 have told me they could not find any issues and everything "is perfectly fine" and yet the next time it rains my packet drop rate skyrockets to 35-50%.  Currently it is fluctuating between 3 and 33%.  It sounds like there is a connection that is getting shorted somewhere in the line causing all the issues but it has been happening since the last week in August 2019.  How has this not been fixed?  I will send an email and request support AGAIN but honestly it has gotten to the point I have lost all faith in Cox technicians.  What email should I send the request to? 

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