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asong

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4 Messages

Monday, July 27th, 2020 6:20 PM

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Internet keeps disconnecting randomly all day

Hello,

Hoping someone can help with figuring out what is happening.  My internet drops randomly throughout the day and it is affecting my work now since I get disconnected during conference calls.  This problem started out of nowhere about 2 weeks ago after having good connection for about 5 years.  I originally had an ASUS RT-N56U and a surfboard SB6141 modem.  First I bought a new modem ASUS RT-AC86U and was still experiencing the same problems.  I checked the logs on my modem and this is what I saw

Downstream Bonding Channel Value
Channel ID 13 9 10 11 12 14 15 16
Frequency 855000000 Hz 831000000 Hz 837000000 Hz 843000000 Hz 849000000 Hz 861000000 Hz 867000000 Hz 873000000 Hz
Signal to Noise Ratio 35 dB 35 dB 35 dB 35 dB 35 dB 36 dB 36 dB 35 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
Power Level 14 dBmV 14 dBmV 14 dBmV 14 dBmV 14 dBmV 14 dBmV 14 dBmV 14 dBmV
Upstream Bonding Channel Value
Channel ID 2 4 3 1
Frequency 265000000 Hz 363000000 Hz 299000000 Hz 169000000 Hz
Ranging Service ID 50 50 50 50
Symbol Rate 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec
Power Level 33 dBmV 34 dBmV 35 dBmV 33 dBmV
Upstream Modulation [3] 16QAM [3] 64QAM [3] 16QAM [3] 64QAM [3] 16QAM [3] 64QAM [3] 16QAM [3] 64QAM
Ranging Status Success Success Success Success
Signal Status (Codewords) Bonding Channel Value
Channel ID 13 9 10 11 12 14 15 16
Total Unerrored Codewords 449544024 448938218 448954040 449791500 448965130 449834997 449829298 449833280
Total Correctable Codewords 105024 58970 55167 120439 53987 116707 110578 114717
Total Uncorrectable Codewords 498561 268617 256128 631561 242378 574123 573583 586602
ul 22 2020 20:05:29 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=
Jul 22 2020 20:05:29 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=
Jan 01 1970 00:05:10 5-Warning D04.1 ToD request sent - No Response received;CM-MAC=
Jan 01 1970 00:05:03 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=
Jan 01 1970 00:00:18 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=
Jul 22 2020 20:00:00 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=
Jul 22 2020 19:58:26 5-Warning T202.0 Lost MDD Timeout;CM-MAC=
Jul 22 2020 19:58:01 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=
Jul 22 2020 19:56:41 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=
Jul 22 2020 19:56:32 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
Jul 22 2020 19:56:13 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=
Jul 22 2020 19:56:12 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
Jul 22 2020 19:54:40 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=
Jul 22 2020 19:54:40 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=
Jan 01 1970 00:00:18 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=
Jul 22 2020 19:53:50 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=
Jul 22 2020 19:52:02 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=
Jul 22 2020 19:52:02 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=
Jul 22 2020 19:51:50 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=
Jul 22 2020 19:51:47 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=

After researching a bit it seemed like my power levels were off (high downstream?).  I talked to tech support on chat and told them about my disconnects and my power levels and all they said was signal was fine and power levels are within spec and that I needed a new modem...….  I asked to have a tech come to my house and check my lines and had one scheduled.  So then the tech came out and I told him about the power levels and initial response was "that sounds like ingress".  I was hopeful that he could fix the problem.  After checking the lines he says signals were all good outside the house and said I needed a new modem.....

So I ended up buying a new modem NETGEAR CM1100 and had it activated 7/24/20 around 3:50pm. The next day I start getting disconnects again checked logs and see below

2020-07-25, 17:19:43 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=
2020-07-25, 17:19:31 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=
2020-07-25, 17:19:30 Warning (5) MDD message timeout;CM-MAC=
2020-07-25, 17:19:29 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=
2020-07-25, 17:19:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=
2020-07-25, 17:19:20 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=
2020-07-25, 17:18:57 Warning (5) Dynamic Range Window violation
2020-07-25, 17:18:57 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 17:18:57 Warning (5) Dynamic Range Window violation
2020-07-25, 17:18:57 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 17:18:48 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 2 3.;CM-MAC=
2020-07-25, 17:18:46 Notice (6) TLV-11 - unrecognized OID;CM-MAC=
2020-07-25, 17:18:46 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=
2020-07-25, 17:18:43 Notice (6) Honoring MDD; IP provisioning mode = IPv4
2020-07-25, 17:18:31 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=
2020-07-25, 17:18:19 Notice (6) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 2 3.;CM-MAC=
2020-07-25, 17:18:15 Notice (6) TLV-11 - unrecognized OID;CM-MAC=
2020-07-25, 17:18:15 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=
2020-07-25, 17:18:26 Notice (6) Honoring MDD; IP provisioning mode = IPv4
2020-07-25, 17:18:04 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=
2020-07-25, 17:17:46 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=
2020-07-25, 17:17:42 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=
2020-07-25, 17:17:36 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=
2020-07-25, 17:17:28 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=
2020-07-25, 17:17:17 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=
2020-07-25, 17:17:17 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
2020-07-25, 17:17:16 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=
2020-07-25, 17:17:16 Notice (6) CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=
2020-07-25, 16:34:12 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=
2020-07-25, 16:08:36 Warning (5) Dynamic Range Window violation
2020-07-25, 16:08:36 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 16:08:36 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2 3.;CM-MAC=
2020-07-25, 16:08:34 Warning (5) Dynamic Range Window violation
2020-07-25, 16:08:34 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 15:07:39 Warning (5) Dynamic Range Window violation
2020-07-25, 15:07:39 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 14:22:24 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=
2020-07-25, 14:13:44 Warning (5) Dynamic Range Window violation
2020-07-25, 14:13:44 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 14:11:04 Warning (5) Dynamic Range Window violation
2020-07-25, 14:11:04 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 14:06:24 Warning (5) Dynamic Range Window violation
2020-07-25, 14:06:24 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 14:06:24 Warning (5) Dynamic Range Window violation
2020-07-25, 14:06:24 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 13:10:49 Warning (5) Dynamic Range Window violation
2020-07-25, 13:10:49 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=
2020-07-25, 12:27:53 Warning (5) Dynamic Range Window violation
2020-07-25, 12:27:53 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=

    Getting theses errors all day and latest signal  below

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 855000000 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 13 855000000 Hz 11.8 dBmV 37.8 dB 1762829400 105433 159534
2 Locked QAM256 1 783000000 Hz 11.8 dBmV 38.1 dB 1988788573 127298 313498
3 Locked QAM256 2 789000000 Hz 11.7 dBmV 38.1 dB 2460189976 314445 734086
4 Locked QAM256 3 795000000 Hz 11.4 dBmV 38.0 dB 2041513391 235515 508148
5 Locked QAM256 4 801000000 Hz 11.1 dBmV 37.8 dB 2204327842 267754 562940
6 Locked QAM256 5 807000000 Hz 11.1 dBmV 37.9 dB 2241826953 248201 581307
7 Locked QAM256 6 813000000 Hz 11.1 dBmV 37.9 dB 2260801356 368874 791486
8 Locked QAM256 7 819000000 Hz 11.2 dBmV 37.9 dB 2067151759 319760 698524
9 Locked QAM256 8 825000000 Hz 11.2 dBmV 37.9 dB 2473305487 347170 745209
10 Locked QAM256 9 831000000 Hz 11.6 dBmV 38.1 dB 2374359013 314480 751066
11 Locked QAM256 10 837000000 Hz 11.5 dBmV 38.0 dB 2415354823 371885 849089
12 Locked QAM256 11 843000000 Hz 12.0 dBmV 38.1 dB 2451240022 336959 722918
13 Locked QAM256 12 849000000 Hz 11.8 dBmV 37.9 dB 1980716919 279086 616112
14 Locked QAM256 14 861000000 Hz 11.7 dBmV 37.9 dB 2395934331 291679 652598
15 Locked QAM256 15 867000000 Hz 11.5 dBmV 37.8 dB 2425872817 369866 803649
16 Locked QAM256 16 873000000 Hz 11.5 dBmV 38.0 dB 2426084007 369004 802566
17 Locked QAM256 17 879000000 Hz 11.0 dBmV 37.9 dB 2440405064 371488 839703
18 Locked QAM256 18 885000000 Hz 10.7 dBmV 37.6 dB 2402804090 374182 823063
19 Locked QAM256 19 891000000 Hz 10.6 dBmV 37.6 dB 2450150902 302351 729378
20 Locked QAM256 20 897000000 Hz 10.6 dBmV 37.6 dB 2485114576 389169 850249
21 Locked QAM256 21 903000000 Hz 10.4 dBmV 37.5 dB 2439357500 385608 840099
22 Locked QAM256 22 909000000 Hz 9.9 dBmV 37.6 dB 2472117961 345970 769662
23 Locked QAM256 23 915000000 Hz 9.9 dBmV 37.5 dB 2410209433 326693 700535
24 Locked QAM256 24 921000000 Hz 10.1 dBmV 37.6 dB 2482479827 395893 858538
25 Locked QAM256 25 927000000 Hz 10.2 dBmV 37.8 dB 2395868570 310140 682047
26 Locked QAM256 26 933000000 Hz 10.0 dBmV 37.7 dB 2210843856 252538 570041
27 Locked QAM256 27 939000000 Hz 10.2 dBmV 37.8 dB 2405058749 337461 737244
28 Locked QAM256 28 945000000 Hz 10.4 dBmV 38.0 dB 2460725502 351923 785082
29 Locked QAM256 29 951000000 Hz 10.3 dBmV 38.0 dB 2402199393 322536 743772
30 Locked QAM256 30 957000000 Hz 10.1 dBmV 37.9 dB 2459849834 338844 748734
31 Locked QAM256 31 963000000 Hz 10.0 dBmV 37.9 dB 2410866787 295276 692504
32 Locked QAM256 32 969000000 Hz 9.6 dBmV 38.0 dB 2440145807 405516 887388
<tabindex=-1>Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 16900000 Hz 34.3 dBmV
2 Locked ATDMA 2 23500000 Hz 35.3 dBmV
3 Locked ATDMA 3 29900000 Hz 37.3 dBmV
4 Locked ATDMA 4 36300000 Hz 36.8 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, 2, 3 159 300000000 Hz 9.5 dBmV 39.3 dB 1108 ~ 2987 5427470536 811450976 55797
2 Not Locked 0 0 0 Hz -33.4 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: Mon Jul 27 11:14:36 2020
System Up Time: 41:52:10

Can anyone help me figure out if it really is again my equipment or is it something with cox?  Had a couple disconnects while typing this out.  Sorry for the long post.

Thank you

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5 years ago

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kateycl86

New Contributor

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1 Message

5 years ago

After many unsuccessful attempts of getting the same

2

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JonathanJ

Former Moderator

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1.9K Messages

5 years ago

@asong

We like to take a closer look at the modem signal levels. When you have a moment please email the full-service address, full name, and a link to this thread. Send it to cox.help@cox.com.

Jonathan J
Cox Moderator

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asong

New Contributor

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4 Messages

Hi JonathanJ, I sent an email last night per your instructions with additional info

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5 years ago

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asong

New Contributor

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4 Messages

Hi JonathanJ,

I have not had any response back from cox.help@cox.com

My signal levels have since jumped up and still getting disconnections

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 903000000 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 (Partial Service)
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 21 903000000 Hz 15.2 dBmV 37.3 dB 2649720480 40731 75420
2 Locked QAM256 1 783000000 Hz 15.9 dBmV 37.7 dB 2846547727 91409 249030
3 Locked QAM256 2 789000000 Hz 15.8 dBmV 37.6 dB 2778232402 58844 161161
4 Locked QAM256 3 795000000 Hz 15.6 dBmV 37.7 dB 2974684115 74698 211664
5 Locked QAM256 4 801000000 Hz 15.3 dBmV 37.3 dB 2978401142 106626 291744
6 Locked QAM256 5 807000000 Hz 15.2 dBmV 37.4 dB 2978223090 97920 265220
7 Locked QAM256 6 813000000 Hz 15.3 dBmV 37.4 dB 2978402640 102797 282472
8 Locked QAM256 7 819000000 Hz 15.3 dBmV 37.6 dB 2978332329 101221 276276
9 Locked QAM256 8 825000000 Hz 15.3 dBmV 37.4 dB 2978435817 101999 276847
10 Locked QAM256 9 831000000 Hz 15.7 dBmV 37.6 dB 2975677103 77902 211563
11 Locked QAM256 10 837000000 Hz 15.6 dBmV 37.8 dB 2978417546 95310 258326
12 Locked QAM256 11 843000000 Hz 16.1 dBmV 37.8 dB 2974845082 70859 195071
13 Locked QAM256 12 849000000 Hz 15.9 dBmV 37.5 dB 2974633698 64027 171699
14 Locked QAM256 13 855000000 Hz 16.0 dBmV 37.6 dB 2974664097 51081 141705
15 Locked QAM256 14 861000000 Hz 15.9 dBmV 37.6 dB 2988760070 103263 287081
16 Locked QAM256 15 867000000 Hz 15.8 dBmV 37.5 dB 2974705427 51148 142133
17 Locked QAM256 16 873000000 Hz 15.8 dBmV 37.4 dB 2974627576 56463 158293
18 Locked QAM256 17 879000000 Hz 15.5 dBmV 37.4 dB 2978502496 102293 277469
19 Locked QAM256 18 885000000 Hz 15.2 dBmV 37.3 dB 2978558340 102140 282562
20 Locked QAM256 19 891000000 Hz 15.1 dBmV 37.2 dB 2974711564 60387 171315
21 Locked QAM256 20 897000000 Hz 15.4 dBmV 37.3 dB 2888814686 62531 170370
22 Locked QAM256 22 909000000 Hz 14.8 dBmV 37.2 dB 2894230559 56671 158892
23 Locked QAM256 23 915000000 Hz 14.8 dBmV 37.3 dB 2888162828 59061 169767
24 Locked QAM256 24 921000000 Hz 15.1 dBmV 37.4 dB 2889935363 57439 163644
25 Locked QAM256 25 927000000 Hz 15.6 dBmV 37.7 dB 2892580818 75801 220831
26 Locked QAM256 26 933000000 Hz 15.5 dBmV 37.4 dB 2978392996 74814 201229
27 Locked QAM256 27 939000000 Hz 15.9 dBmV 37.7 dB 2978305380 92167 264240
28 Locked QAM256 28 945000000 Hz 16.2 dBmV 37.9 dB 2978658222 95330 272095
29 Locked QAM256 29 951000000 Hz 16.1 dBmV 38.1 dB 2974974263 57843 169900
30 Locked QAM256 30 957000000 Hz 15.8 dBmV 38.1 dB 2978578134 86170 246287
31 Locked QAM256 31 963000000 Hz 15.4 dBmV 37.9 dB 2978473842 74842 212965
32 Locked QAM256 32 969000000 Hz 14.8 dBmV 38.0 dB 2978506262 74162 214300
<tabindex=-1>Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 16900000 Hz 31.3 dBmV
2 Locked ATDMA 2 23500000 Hz 32.0 dBmV
3 Locked ATDMA 3 29900000 Hz 33.8 dBmV
4 Locked ATDMA 4 36300000 Hz 33.8 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 300000000 Hz 16.2 dBmV 38.5 dB 1108 ~ 2987 2174943088 7842025 11188
2 Not Locked 0 0 0 Hz -26.0 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: Wed Jul 29 07:54:07 2020
System Up Time: 18:22:08

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5 years ago

0

DustinP

Moderator

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1.1K Messages

Asong,

I'm sorry to hear that. Please attempt to send a followup email to Cox.Help@cox.com with your name, address, and include a link to this forum.

Dustin
Cox Forum Support Moderator

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5 years ago

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asong

New Contributor

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4 Messages

Hello Dustin,

I sent another email yesterday and just now sent my 3rd email to cox.help@cox.com

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5 years ago

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Ramblina

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1 Message

5 years ago

I have the same issue.  I even upgraded to gigablast and still the speed reads 222 or around there. This is insane,  we can't even watch a movie without it buffering.  Cox as even came out and checked it several times and changed wires outside.  Why should I have to pay for gigablast ?  I should be paying  for the up to 300 speed.  Who do I complain too?  The people on the help line do not know what the heck they are doing.

1

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Allan

Moderator

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2.3K Messages

@Ramblina, I recommend sending an email with your full address, name, and a brief description of this issue to cox.help@cox.com so we can take a closer look for you. -Allan, Cox Support Forums Moderator

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5 years ago

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mrrdt

New Contributor

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2 Messages

5 years ago

Same issue in california I have been all day on the phone with tech support and according to them nothing is wrong

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Allan

Moderator

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2.3K Messages

@Mrrdt, We can certainly look into this issue for you. Please send us an email with your full name and address to cox.help@cox.com. Thanks. -Allan, Cox Support Forums Moderator.

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5 years ago

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mrrdt

New Contributor

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2 Messages

I have sent multiple emails and spent endless hours with tech support, all my neighbors are complaining about the exact same issue. 

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5 years ago

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Mike_az

New Contributor

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2 Messages

5 years ago

Welcome to Cox premium internet, my friends. This has been going on for years, I'm on my 3rd modem now, just renting from Cox because I know what they're going to say next:  Replace your modem. Again. Thank God for Verizon 4g service on my tablet, no more dropped conference calls just when I'm about to present. Who knew my wireless cell service would one day be much more reliable than my home internet. 

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JuanC_

New Contributor

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1 Message

5 years ago

I have the same problem in AZ. Internet working intermittent every day, it started Monday 7/27/2020. The good thing is that we have a verizon hotspot and it saved the day (week), since my wife is working from home and kids are in remote learning.

7

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DustinP

Moderator

 • 

1.1K Messages

Hello JuanC,

We absolutely want to help find the cause of the impact you're seeing with the intermittent issues every day. Please contact support for assistance with the issue you're seeing. You may email Cox.Help@cox.com with your address, first and last name, and a copy of this Forum address. If you wish to monitor the Modem to see if there are any signs of an issue reported in the log or signal, then you may open any web browser on a computer connected to the modem and type http://192.168.100.1 in the address bar for the Modem Configuration and press enter. If there is any issues accessing this, then please also share that when contacting support.

Dustin
Cox Forum Support Moderator

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5 years ago

0

Mr__Castle

New Contributor II

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6 Messages

85032 has been intermittently dropping since the 21st of July and now the last three days in August. Speeds have slowed to a crawl. With school starting on Wednesday, this is unacceptable. I have Cox Panoramic WiFi with a rented modem/router combo. This is a Cox problem as it affecting everyone in Phoenix and the surrounding cities. 

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5 years ago

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HabsFan

New Contributor

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1 Message

I am also in 85032. My modem disconnected again about an hour ago. For the last couple of months I am having to reset my Netgear CM1000 modem a few times a week. This is going to be bad for us since my wife just started teaching online. Is It worth buying a new modem, or will the issues just continue??

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5 years ago

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Mr__Castle

New Contributor II

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6 Messages

By my research, this is a Cox problem. I have a Cox rented modem and many other users that are having the same problem do as well. It has been widespread throughout Phoenix and Vegas so I am assuming that purchasing a new modem will not alleviate the problem as of right now unfortunately.

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5 years ago

0

jmcwilli

New Contributor II

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8 Messages

Same issue in 85310.  At least twice a day for the past 3 to 4 weeks.

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5 years ago

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