Welcome to the Cox Community
Our community is a collaborative place to learn about Cox products and services. Jump into the conversation today!
Messages
Selected Messages
New Contributor
•
Poor connection quality for the last week
I've been struggling to diagnose this issue and I'm unsure where to go with it. I have an Arris SB6183 that has been going fine until recently. Here is the data from my modem:
Downstream
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | QAM256 | 29 | 951000000 Hz | 4.3 dBmV | 44.2 dB | 9 | 0 |
| 2 | Locked | QAM256 | 19 | 891000000 Hz | 5.1 dBmV | 45.2 dB | 28 | 0 |
| 3 | Locked | QAM256 | 20 | 897000000 Hz | 4.9 dBmV | 45.1 dB | 33 | 0 |
| 4 | Locked | QAM256 | 21 | 903000000 Hz | 4.5 dBmV | 45.0 dB | 33 | 0 |
| 5 | Locked | QAM256 | 22 | 909000000 Hz | 4.6 dBmV | 45.0 dB | 5 | 0 |
| 6 | Locked | QAM256 | 23 | 915000000 Hz | 4.6 dBmV | 44.9 dB | 17 | 0 |
| 7 | Locked | QAM256 | 24 | 921000000 Hz | 4.6 dBmV | 44.8 dB | 27 | 0 |
| 8 | Locked | QAM256 | 25 | 927000000 Hz | 4.6 dBmV | 44.4 dB | 0 | 0 |
| 9 | Locked | QAM256 | 26 | 933000000 Hz | 4.7 dBmV | 44.7 dB | 16 | 0 |
| 10 | Locked | QAM256 | 27 | 939000000 Hz | 4.5 dBmV | 44.5 dB | 28 | 0 |
| 11 | Locked | QAM256 | 28 | 945000000 Hz | 4.5 dBmV | 44.4 dB | 24 | 0 |
| 12 | Locked | QAM256 | 13 | 855000000 Hz | 6.3 dBmV | 45.6 dB | 0 | 0 |
| 13 | Locked | QAM256 | 30 | 957000000 Hz | 4.1 dBmV | 44.1 dB | 0 | 0 |
| 14 | Locked | QAM256 | 31 | 963000000 Hz | 3.9 dBmV | 43.9 dB | 0 | 0 |
| 15 | Locked | QAM256 | 32 | 969000000 Hz | 3.7 dBmV | 43.8 dB | 0 | 0 |
| 16 | Locked | QAM256 | 37 | 381000000 Hz | 6.3 dBmV | 44.4 dB | 15 |
0 |
Upstream
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 3 | 5120 Ksym/sec | 23500000 Hz | 47.5 dBmV |
| 2 | Locked | ATDMA | 1 | 5120 Ksym/sec | 36300000 Hz | 47.5 dBmV |
| 3 | Locked | ATDMA | 2 | 5120 Ksym/sec | 29900000 Hz | 47.5 dBmV |
| 4 | Locked | ATDMA | 4 | 5120 Ksym/sec | 16900000 Hz |
46.0 dBmV |
I do not have a splitter, the modem is tied directly into the wall. Frustratingly I've been trying to work through first tier tech support to get someone intelligent on phone but I have not been able to. Despite me saying I have the downstream/upstream information and the event log available they INSIST it is the fault of my router. It is obvious from these tables it is a problem between the router and the box on the street. I'm absolutely sick of dealing with first tier tech support and they refuse to escalate. They've gone so far as to try to suggest I need to completely replace my modem, which may be true, but I'd rather figure out WHY first.
The downstream errors are a relatively new experience. In the last month I've gotten most correctables but sometimes uncorrectables. The events from the event log seem to tell a story too:
Event Log
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | DHCP FAILED - Discover sent, no offer received;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
| Time Not Established | Critical (3) | No Ranging Response received - T3 time-out |
| Time Not Established | Critical (3) | No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=74:ea:e8:ef:05:bb;CMTS-MAC=00:a5:bf:0e:86:b8;CM-QOS=1.0;CM-VER=3.0; |
The modem does not appear to restart or anything. The connection quality is just incredibly poor. For example, this morning it took several minutes to load a news website. Resetting the modem temporarily remedies the situation but it quickly returns.
What could be wrong? Is there a better place I can contact to get a tech to come out?
Morbert
New Contributor
•
If you run a TRACERT through command prompt (One line of text , Easily Googled) You can see where you packets are getting dropped. You'll notice that no Cox Tech will EVER mention this test. It can provide proof of NETWORK issues outside your home, and they would rather not spend money to maintain their infrastructure.
Once you run the tests, If you notice the issue is dropping around the Cox Nodes , Take screenshots and submit an FCC and FTC complaint form.
Cox is a utility provider that MUST operate under federal guidelines... And inconsistent service will only be address if YOU can pinpoint the issue because the techs wont run the most basic of test.... You'll notice they give you PLENTY of reasons for poor signal, without ever testing for packet loss. My personal favorite lie was "Noise or ingress on the line"
I wasted 6 months, had 7 technicians to my home, hundreds of phone calls.... Come to find out the issue was with a node in the Los Angeles area dropping tons of people in South West Region (Cali, NV, AZ) Seems weird that NOT ONE of the techs I spoke to mentioned this test...even weirder that ALL techs who refused to document/acknowledge the packet loss and tracer results...
Once I had the screenshots submitted to FTC & FCC... Node was resolved in less than a week. Probably just a coincidence though.
0
0
ChromeDome
New Contributor II
•
Where are you located? I'm in the exact same boat. APS repaired a power cable in our area recently. Last Monday morning, our power went out for a few minutes while they switched from the temporary trunk back to the fixed main one. Ever since then, I'm dropping packets and getting dropped from my work computer through RDP. RDP doesn't handle dropped packets well. I'm at about 28th Street and Aster in Phoenix, 85032. Long story short, a tech came out Saturday morning and confirmed it's at either the box on the street or upstream. I'm chatting with Cox right now to try to get a status update.
0
0