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jameslance

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Packet Loss and Modem Resets

Hello, I am experiencing really bad packet loss and modem resets during normal business hours (e.g. 8am - 4pm). Internet works, but drops every few minutes. I've had two techs out. The first replaced some coax, and the signal to noise ratio improved enough that he called the issue fixed and left. The second tech came during a time in which the problem was not occuring. My monitoring shows that the internet starting working fine approximately an hour before he arrived, and stopped working fine about 30 minutes after he left. He insisted that my router was the problem, even though this problem occurs if I directly connect a PC to the modem, bypassing the router. When I told him this, he told me to buy a new cable modem. Again, I insisted that the problem isnt the modem, as it works fine during non business hours. I was then told that the farms in my area often cause problems with their equipment and this was the best service I would get. That is an unacceptable answer.

Here are the logs and diagnostics from my modem, at the present time. 

The signal to noise ratio fluctuates wildly every time I refresh the page. I have seem it fall to 19 dB. 

Any advice on how to get Cox to take this more seriously? Any help is appreciated.

Thanks, 

James

DOCSIS Overview
Network Access Permitted
IP Address 10.113.190.212
Subnet Mask 255.255.252.0
Gateway IP 10.113.188.1
DHCP Lease Time D: 07 H: 00 M: 00 S: 00
Downstream Overview
Port ID Frequency (Hz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Octets Correcteds Uncorrectables Channel ID
2 831000000 256QAM -2.000 30.885 41033350 368025 3281478 9
3 837000000 256QAM -1.900 31.009 42908104 431384 3872999 10
4 849000000 256QAM -2.200 31.202 38412051 308948 2687150 12
5 855000000 256QAM -2.500 31.268 38449491 328874 2980894 13
6 861000000 256QAM -2.500 31.268 38491401 344134 3048303 14
7 867000000 256QAM -2.700 31.838 40277450 387558 3466591 15
8 873000000 256QAM -2.900 31.994 39395118 331197 2883614 16
9 927000000 256QAM -2.600 31.763 36525551 296571 2729369 25
10 933000000 256QAM -2.700 31.838 34908579 262944 2358048 26
11 939000000 256QAM -2.300 31.915 34438477 239422 2209454 27
12 945000000 256QAM -2.000 32.154 34136011 218893 1877648 28
13 951000000 256QAM -1.600 32.237 34510196 252044 2276616 29
14 957000000 256QAM -1.400 32.407 34244481 235809 2141179 30
15 963000000 256QAM -1.400 32.407 33008760 201545 1872959 31
16 969000000 256QAM -1.100 32.321 32735255 191521 1724462 32
17 405000000 256QAM 4.600 37.636 882835760 937630 773 41
18 411000000 256QAM 4.700 37.356 882178977 1591243 4099 42
19 417000000 256QAM 4.500 37.356 881656594 2107543 10325 43
20 423000000 256QAM 4.600 37.636 880976608 2772072 25927 44
21 429000000 256QAM 4.400 37.636 879898030 3803130 73617 45
22 435000000 256QAM 4.200 37.356 878780545 4830825 163551 46
23 441000000 256QAM 4.300 37.093 877487555 5946464 341053 47
24 447000000 256QAM 4.400 36.387 875419354 7565124 790795 48
Reset FEC Counters
Upstream Overview
Port ID Frequency (Hz) BandWidth (Hz) Modulation Type DOCSIS Mode Signal Strength (dBmV) Channel ID
1 23499988 6400000 64QAM ATDMA 37.000 2
2 36300063 6400000 64QAM ATDMA 40.000 4
3 29899998 6400000 64QAM ATDMA 38.500 3
4 16899974 6400000 64QAM ATDMA 37.000 1

No Time type Priority Event
1 01/31/19 09:42:59 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
2 01/31/19 09:40:48 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
3 01/31/19 09:40:38 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
4 01/31/19 09:40:11 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
5 01/31/19 09:36:38 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
6 01/31/19 09:36:29 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
7 01/31/19 09:36:11 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
8 01/31/19 09:35:54 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
9 01/31/19 09:35:19 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
10 01/31/19 09:34:50 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
11 01/31/19 09:34:42 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
12 01/31/19 09:34:39 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
13 01/31/19 09:32:37 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
14 01/31/19 09:32:31 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
15 01/31/19 09:32:23 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
16 01/31/19 09:31:11 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
17 01/31/19 09:30:20 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
18 01/31/19 09:30:19 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
19 01/31/19 09:30:18 84020200 warning Lost MDD Timeout;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;
20 01/31/19 09:29:54 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=60:38:e0:19:b6:1c;CMTS-MAC=00:42:5a:9f:35:d1;CM-QOS=1.1;CM-VER=3.0;

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ChrisL

Former Moderator

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@jameslance

When I look from this end I'm not seeing anything that would indicate connection trouble. Do you have any trace routes showing the packet loss you're seeing?

-Chris

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jameslance

New Contributor II

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7 Messages

Chris, thank you for checking. It is an intermittant problem. It has been fine for the last few days, but is awful at the moment. 

If I ping google.com, it looks like this:

Request timed out.
Request timed out.
Reply from 172.217.0.46: bytes=32 time=87ms TTL=252
Reply from 172.217.0.46: bytes=32 time=49ms TTL=252
Reply from 172.217.0.46: bytes=32 time=30ms TTL=252
Reply from 172.217.0.46: bytes=32 time=61ms TTL=252
Reply from 172.217.0.46: bytes=32 time=53ms TTL=252
Reply from 172.217.0.46: bytes=32 time=85ms TTL=252
Reply from 172.217.0.46: bytes=32 time=29ms TTL=252
Reply from 172.217.0.46: bytes=32 time=794ms TTL=252
Reply from 172.217.0.46: bytes=32 time=47ms TTL=252
Reply from 172.217.0.46: bytes=32 time=143ms TTL=252
Request timed out.
Request timed out.
Reply from 172.217.0.46: bytes=32 time=65ms TTL=252
Reply from 172.217.0.46: bytes=32 time=148ms TTL=252
Request timed out.
Request timed out.
Reply from 172.217.0.46: bytes=32 time=113ms TTL=252
Reply from 172.217.0.46: bytes=32 time=116ms TTL=252
Reply from 172.217.0.46: bytes=32 time=35ms TTL=252
Reply from 172.217.0.46: bytes=32 time=63ms TTL=252
Reply from 172.217.0.46: bytes=32 time=152ms TTL=252
Reply from 172.217.0.46: bytes=32 time=92ms TTL=252
Reply from 172.217.0.46: bytes=32 time=125ms TTL=252
Request timed out.
Reply from 172.217.0.46: bytes=32 time=90ms TTL=252
Reply from 172.217.0.46: bytes=32 time=92ms TTL=252
Reply from 172.217.0.46: bytes=32 time=28ms TTL=252

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jameslance

New Contributor II

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7 Messages

And heres a trace route:

C:\Users\jlanc>tracert google.com

Tracing route to google.com [108.177.122.100]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 10 ms 9 ms 12 ms 10.113.124.1
3 27 ms 11 ms 13 ms 100.127.73.32
4 * * * Request timed out.
5 1419 ms 160 ms 89 ms langbprj02-ae1.0.rd.la.cox.net [68.1.1.14]
6 52 ms 68 ms 82 ms 72.215.224.175
7 * * * Request timed out.
8 85 ms 103 ms 42 ms 74.125.252.74
9 * 38 ms 40 ms 108.170.247.148
10 22 ms 23 ms 21 ms 108.170.234.38
11 254 ms * * 209.85.251.128
12 134 ms 129 ms 131 ms 209.85.240.17
13 83 ms * 91 ms 108.170.230.67
14 77 ms 83 ms 90 ms 108.170.232.167
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * ip68-228-203-63.ph.ph.cox.net [68.228.203.63] reports: Destination host unreachable.

Trace complete.

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jameslance

New Contributor II

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7 Messages

Here are the current signal levels:

Downstream Overview
Port ID Frequency (Hz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Octets Correcteds Uncorrectables Channel ID
2 831000000 256QAM -1.400 28.428 4 * 2e32 + 964821772 61007879 438889083 9
3 837000000 256QAM -1.400 28.642 4 * 2e32 + 948124988 61465757 443560659 10
4 849000000 256QAM -1.500 28.905 4 * 2e32 + 939423021 62379483 453676306 12
5 855000000 256QAM -1.800 29.063 4 * 2e32 + 934144910 62751677 458803101 13
6 861000000 256QAM -1.700 29.227 4 * 2e32 + 914576317 64080095 465651917 14
7 867000000 256QAM -1.900 29.269 4 * 2e32 + 909711372 64086802 469138183 15
8 873000000 256QAM -2.100 29.397 4 * 2e32 + 909659825 64133413 472949424 16
17 405000000 256QAM 4.800 32.963 4 * 2e32 + 3455766860 6568817 7521 41
18 411000000 256QAM 5.000 32.676 4 * 2e32 + 3451067732 11240710 39274 42
19 417000000 256QAM 4.700 37.093 4 * 2e32 + 3447546315 14706618 94934 43
20 423000000 256QAM 4.800 36.610 4 * 2e32 + 3442946093 19177182 224903 44
21 429000000 256QAM 4.600 35.595 4 * 2e32 + 3435496362 26232264 619695 45
22 435000000 256QAM 4.400 35.595 4 * 2e32 + 3427986324 33031440 1330707 46
23 441000000 256QAM 4.600 35.418 4 * 2e32 + 3418695462 40861018 2792141 47
24 447000000 256QAM 4.700 35.084 4 * 2e32 + 3404980186 51276431 6092264 48

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BrianM

Moderator

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891 Messages

Sounds like we will need to have a technician out to investigate the signal. Please email us at cox.help@cox.com with your service address and a link to this thread so that we can setup an appointment.

Brian
Cox Support Forum Moderator

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jameslance

New Contributor II

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7 Messages

Hi Brian,

Thank you, as noted, I have had two come out already. I have a third lined up for tomorrow. The problem is that if the issue is not occuring exactly when they arrive, then they say there is nothing they can do. I was hoping that there would be some way to diagnose the problem, or monitor the line, etc, remotely so they have more data when they arrive.

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jameslance

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I had a escalation technician come out last Wednesday the 6th. He immediately found the problem and demonstrated it to me. If he just tapped his screwdriver on it, the signal levels would fluctuate wildly. Told me the tap would need to be replaced and he would put in a work order, and it should be done over the weekend. 

Well that work order never happened, and another technician came out on the 11th, and said "signal levels are fine, nothing is wrong." So now Cox won't fix the problem and I'm left extremely frustrated. Is it common for Cox to just ignore your technicians and refuse to replace your broken equipment?

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