bassplayer223's profile

bassplayer223

New Contributor II

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4 Messages

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Internet drops intermittenly

This started on Thursday, October 26, 2023.  The internet will drop intermittenly and then come back.  This is very disruptive for working from home which I do 100% of the time.  According to the cable modem logs, this is what I'm seeing:

12:54:38 Sun Oct 29 2023         Notice (6)         CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:25 Sun Oct 29 2023         Critical (3)         Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:28 Sun Oct 29 2023         Critical (3)         No Ranging Response received - T3 time-out;CM-MAC=[personal]CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:28 Sun Oct 29 2023         Critical (3)         SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[personal]CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:32 Sun Oct 29 2023         Critical (3)         No Ranging Response received - T3 time-out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:32 Sun Oct 29 2023         Critical (3)         SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:55:46 Sun Oct 29 2023         Notice (6)         US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:05 Sun Oct 29 2023         Critical (3)         Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:07 Sun Oct 29 2023         Critical (3)         No Ranging Response received - T3 time-out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:07 Sun Oct 29 2023         Critical (3)         SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:15 Sun Oct 29 2023         Critical (3)         No Ranging Response received - T3 time-out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:15 Sun Oct 29 2023         Critical (3)         SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;

All the phone and chat support personnel want to do is reset yourr cable modem, which DOES NOT work.  Why all off a sudden this issue is happening and when will COX fix the issue?  I've never had  previous issues since the beginning of 2023.

Any help would be appreciated.  I have Motorola MG8702 cable modem.

Thank you!!

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bassplayer223

New Contributor II

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4 Messages

More information - Downstream and Upstream info:

Downstream Bonded Channels             
  
   Channel    Lock Status    Modulation    Channel ID    Freq. (MHz)    Pwr (dBmV)    SNR (dB)    Corrected    Uncorrected
   1    Locked    QAM256    29    141.0    -7.3    41.1    111546    256965
   2    Locked    QAM256    1    735.0    -3.9    42.2    0    0
   3    Locked    QAM256    2    741.0    -5.2    41.4    1    0
   4    Locked    QAM256    3    747.0    -5.3    41.5    0    0
   5    Locked    QAM256    4    753.0    -4.4    42.1    0    0
   6    Locked    QAM256    5    759.0    -3.9    42.2    0    0
   7    Locked    QAM256    6    765.0    -4.6    41.8    0    0
   8    Locked    QAM256    7    771.0    -5.8    41.5    0    0
   9    Locked    QAM256    8    777.0    -5.4    41.6    504    148
   10    Locked    QAM256    25    117.0    -7.3    40.9    188632    399991
   11    Locked    QAM256    26    123.0    -7.3    40.9    167866    348076
   12    Locked    QAM256    27    129.0    -7.3    41.0    142134    313024
   13    Locked    QAM256    28    135.0    -7.4    40.8    130951    285937
   14    Locked    QAM256    30    147.0    -7.3    41.5    97071    223527
   15    Locked    QAM256    31    153.0    -7.2    41.6    82489    191858
   16    Locked    QAM256    32    159.0    -7.1    41.7    70608    167258
   17    Locked    QAM256    33    165.0    -7.0    41.9    71277    137151
   18    Locked    QAM256    34    171.0    -6.7    41.9    7953    12166
   19    Locked    QAM256    35    177.0    -6.7    42.1    7268    12198
   20    Locked    QAM256    36    183.0    -6.7    42.1    6581    11880
   21    Locked    QAM256    37    189.0    -6.2    42.3    5819    11096
   22    Locked    QAM256    38    195.0    -5.9    42.4    5291    10845
   23    Locked    QAM256    39    201.0    -5.8    42.4    4695    9900
   24    Locked    QAM256    40    207.0    -5.4    42.5    4552    9593
   25    Locked    QAM256    41    213.0    -5.4    42.6    4280    9301
   26    Locked    QAM256    42    219.0    -5.3    42.6    4143    8586
   27    Locked    QAM256    43    225.0    -5.3    42.7    4143    7656
   28    Locked    QAM256    44    231.0    -5.6    42.7    4030    6263
   29    Locked    QAM256    45    237.0    -5.5    42.8    3383    5500
   30    Locked    QAM256    46    243.0    -5.5    42.9    3151    3502
   31    Locked    QAM256    47    249.0    -5.6    41.7    2159    1762
   32    Locked    QAM256    48    255.0    -5.5    42.6    730    416
   33    Locked    OFDM PLC    159    300.0    -5.4    41.9    -1156224705    1401
   34    Locked    OFDM PLC    160    918.0    -6.7    40.2    -1918341627    0


   Upstream Bonded Channels             
  
   Channel    Lock Status    Channel Type    Channel ID    Symb. Rate (Ksym/sec)    Freq. (MHz)    Pwr (dBmV)
   1    Locked    SC-QAM    1    5120    16.9    47.5
   2    Locked    SC-QAM    2    5120    23.5    48.0
   3    Locked    SC-QAM    3    5120    29.9    47.5
   4    Locked    SC-QAM    4    5120    36.3    48.0
   5    Locked    OFDMA    6    44000    36.8    43.0

 

 

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DannyS

Moderator

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649 Messages

The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High Speed Internet services with other customers. This appears as if you may need for someone from us to look into your account personally.  We would be happy to help.  Please reach us on Twitter at CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with your service address with a link to this thread so we can get started.

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Tomzee

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32 Messages

I'm Sorry DannyS but it seems to me we compare notes here trying to figure out what the problem may be.  I have the same problem as bassplayer and finally have the time to pursue the issue to find an answer.  For example my wifi drops intermittently no rhyme or reason and reboots also at the same time we can't control the contour box, I assume this should point to some issue.  I recently installed a Panoramic Wifi to update my equipment but my older system didn't have the same issue.  Open to suggestions, TX Tomzee

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Tomzee

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32 Messages

I did follow your advise DannyS and spent 0ver 30 minutes on chat only to have it drop out because my internet went out! An I did it again to get no results, the folks want to know if your wires are hooked up and reset your gateway regardless of the fact I am chatting with them. As what is listed at the intro to the forum:

The Cox Support Forum is where customers can collaborate with each other to resolve issues they may be experiencing.

Sorry bassplayer223 I'm sure you had the same result.

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bassplayer223

New Contributor II

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4 Messages

Tomzee,

No worries.  Yes, I had the same result.  I went ahead and scheduled a technician to visit to see what's going on with the lines outside of my house.  I read another similiar thread that a neighbor had installed outdated wiring or a device that was causing the same issues at the hub.  My setup is easy.  Line from house straight to cable modem box.  No MoCA devices or anything complicated.  Simple hookup.

So far, the service dropped twice on me today during meetings, of course. :)

Thanks for the replies!!

 

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Lkenyon1

New Contributor

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1 Message

My internet has been out since 10/26. I contact them and keep getting told there is an outage. They give me a time that it will be resolved but never is. Getting tired of this. I get no help when I contact them

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ColleenD

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Lkenyon1

 

Members of our community won't be able to assist you with outage information. Please send an email to us at cox.help@cox.com with your full name and complete street address so we can look into what's going on in your area. 

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bassplayer223

New Contributor II

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4 Messages

I'd like to follow up after the technician service call.  The technician was able to locate and fix the issue and so far my internet has been solid.  The issue was the wiring in the main pain that feeds the line to my house.  Once he corrected the connection there everything was good again.

We can mark this thread - solved or closed.

Thank you everyone for your replies!!

 

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