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Internet intermittently down for months
I’ve had intermittent outages for months now with my internet and haven’t been able to get any resolution through phone or chat. The internet will go down for 5-60 minutes usually and sometimes for hours at a time.
Here are some of the things that have already been tried, and some modem logs I’ve captured. I’m desperately hopeful someone on here can help because I’m really running out of options here.
1) replaced line to house last year
2) replaced modem, new one is an sb6190
3) replaced coax inside the house to the modem
4) replaced the part where it goes through the exterior wall into the house
5) added an attenuator
6) replaced said attenuator
7) had many tech visits
It’s down right now again and here is the event log and signal info from the modem
Event Log
The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.
| Time | Priority | Description |
|---|---|---|
| Thu Jan 01 00:03:45 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:03:45 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:04:13 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:04:14 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:04:54 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:04:54 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:05:41 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:05:41 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:06:20 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:06:20 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:06:50 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:06:50 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:07:32 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:07:32 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:08:04 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:08:04 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:02:04 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:02:04 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:02:37 1970 | 3 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
| Thu Jan 01 00:02:37 1970 | 3 | No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9a:4a:8f;CMTS-MAC=00:42:5a:1d:c0:ed;CM-QOS=1.1;CM-VER=3.0; |
Status
The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | Locked | |
| Connectivity State | In Progress | DS Topology Resolution in Progress |
| Boot State | In Progress | |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed | |
| Downstream Bonded Channels | ||||||||
|---|---|---|---|---|---|---|---|---|
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | 256QAM | 30 | 957.00 MHz | 7.50 dBmV | 37.64 dB | 0 | 0 |
>
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | ---- | ---- | 1 | ---- | 17.40 MHz | ---- |
Current System Time: Thu Jan 01 00:05:14 1970
LatitiaS
+2 more
Moderator
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I am very sorry to learn of your chronic connection troubles and I'd like to help. Can you please send us an email to cox.help@cox.com with your account details (name and address)? Please be sure to include the URL so that we may identify you. I'd like to review what has been done and work with you to see what needs to be done to resolve your issues.
Latitia
Cox Support Forums Moderator
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