Is service down in 92604?

So, I, like many others, got the email about being moved to 500/10. I thought well, I don't have a DOCSIS 3.0 modem, I have the Motorola MB8600 which is Docsis3.1

I sign into my account and for some reason, my account was configured for an Arris Docsis 3.0 modem. Service had worked relatively well on 300/35, hardly any issues, weeks/months of near-perfect uptime... until I ask them to fix my account and switch to Gigablast.

I ask Cox to fix my modem to the MB8600, so they do. I ask Cox since I have a 3.1 modem if I can keep 300/35 and was told no. I asked what plan has 35 up and was told Gigablast.

I moved to Gigablast like 1-2 months ago and it has been the absolute worst experience for any ISP I've ever had. I've not had a single solitary 7 day period where my internet hasn't dropped numerous times.

So yesterday at about noon service goes out, I check the mobile app and sure enough, confirmed outage. It's now 24 hours later and my modem still won't connect to Cox's service yet the mobile app says everything is good. Can't talk with Chat either, is it turned off?

#help

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sniffs

New Contributor

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5 Messages

My modem is reporting this over and over,

16:54:34 Thu Apr 29 2021		Critical (3)		Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
	16:54:54 Thu Apr 29 2021		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
	16:54:54 Thu Apr 29 2021		Critical (3)		Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
	16:55:14 Thu Apr 29 2021		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
	16:55:14 Thu Apr 29 2021		Critical (3)		Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
	Time Not Established		Critical (3)		SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

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sniffs

New Contributor

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5 Messages

My modem is reporting this over and over.

16:54:54 Thu Apr 29 2021	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
16:55:14 Thu Apr 29 2021	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
16:55:14 Thu Apr 29 2021	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

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Dave9

Contributor III

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251 Messages

This indicates that the modem is losing signal completely. Can you post the signal page from the web interface showing all columns including downstream and upstream channels?

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sniffs

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5 Messages

Startup Sequence

Startup Step	Status	Comment
Acquire Downstream Channel	Not Available	In Progress
Upstream Connection	In Progress	Not Ready
Boot State	In Progress	Not Ready
Configuration File	In Progress
Security	Disabled	Disabled

Connection Status

System Up Time	0 days 01h:12m:23s
Network Access	Denied

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Not Locked	Unknown	0	0	0.0	0.0	0	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Not Locked	Unknown	0	0	0.0	0.0

Downstream Frequency Setting

Downstream Frequency Select

LAG Enable/Disable

LAG(Link Aggregation Group, or Ethernet Port Bonding)

Disable Enable

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Dave9

Contributor III

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251 Messages

Looks like the modem isn't connecting to the cable network at all. One odd thing is where it shows network access "denied". I'm not sure if that is just the default it shows until you get connected or if it really means the modem is being denied access to the DOCSIS network. That's where I'd start anyway. Chat support is basically useless for any type of complicated issue like this so I suggest you call or e-mail. I've tried to use chat support a couple of times and I always knew much more than them about their own system. Not a good experience.

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sniffs

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5 Messages

Yeah, a couple weeks ago the mobile app showed an outage so I was chatting with them to get an ETA, they literally told me the issue was my modem...

Thanks for the help. I didn't want to call them because my phone is connected to my MBP where I'm bridging the ethernet to bring my network back up, but I guess a little downtime is ok. 😃

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JonathanJ

Former Moderator

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1.9K Messages

@sniffs

I apologize for the frustration you’ve been experiencing with your Cox services and I want to help. If you can email your full name and the street address on your Cox account cox.help@cox.com, I’ll be happy to investigate.

Jonathan J
Cox Moderator

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Welcome to the Cox Community

Is service down in 92604?

Dave9

sniffs

Dave9

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