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NerdGirl's avatar
NerdGirl
New Contributor

Cable connection drops, high uncorrectables, slow Internet speeds and webpage loads

I just upgraded to Cox's 100 Preferred tier last month, and now my Internet connection would disconnect on its own. I had a Cox contractor came out to my house in February 2017, and he fixed the issue by removing something in the junction box, but now the disconnects, slow webpage loads, slow Internet speeds, and high uncorrectables have returned with a vengeance. I'm using a SB6141 which I had in my possession since 2014. These problems are getting really annoying. I have even tried rebooting my cable modem and router, but those have done no good. I don't want to spend money on a new cable modem and still face the same problems I am experiencing now. 

 Here are my signal levels:

Downstream Bonding Channel Value
Channel ID 22  21  23  24  17  18  19  20 
Frequency 939000000 Hz  933000000 Hz  945000000 Hz  951000000 Hz  909000000 Hz  915000000 Hz  921000000 Hz  927000000 Hz 
Signal to Noise Ratio 36 dB  37 dB  37 dB  37 dB  37 dB  37 dB  38 dB  38 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
9 dBmV   10 dBmV   10 dBmV   9 dBmV   10 dBmV   9 dBmV   10 dBmV   10 dBmV  

Upstream Bonding Channel Value
Channel ID 3  1  2  4 
Frequency 29800000 Hz  18400000 Hz  23300000 Hz  36300000 Hz 
Ranging Service ID 76  76  76  76 
Symbol Rate 5.120 Msym/sec  2.560 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 34 dBmV  32 dBmV  33 dBmV  34 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 Stats (Codewords)Bonding Channel Value
Channel ID 22  21  23  24  17  18  19  20 
Total Unerrored Codewords 10454073760  10454108503  10454100783  10454117678  10448581022  10446032096  10443367605  10449438125 
Total Correctable Codewords 1211  1238  1315  984  505996  650359  741639  378655 
Total Uncorrectable Codewords 11789  11453  10830  10558  5011273  7407782  9992753  4267576 

Here are my error logs:

17 2017 17:54:47 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Aug 15 2017 10:54:45 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxx-QOS=1.1;CM-VER=3.0;
Aug 15 2017 10:54:45 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:26 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=xxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Aug 15 2017 10:47:50 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Aug 15 2017 10:47:50 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxx-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=xxxxxxxxxxxxxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 15 2017 09:26:30 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Aug 15 2017 09:26:30 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=ddddddddd;CMTS-MAC=dddddbdddddddd;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=ddddddddddddddddd;CMTS-MAC=ddddddddddddddddddddCM-QOS=1.1;CM-VER=3.0;
Aug 14 2017 16:15:15 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=ddddddddddddddddd;CMTS-MAC=ddddddddddddddddddd;CM-QOS=1.1;CM-VER=3.0;
Aug 14 2017 13:40:57 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ddddddddddddddddddd;CMTS-MAC=ddddddddddddddddd;CM-QOS=1.1;CM-VER=3.0;
Aug 14 2017 12:45:51 5-Warning T202.0 Lost MDD Timeout;CM-MAC=xxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Aug 14 2017 12:45:51 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=xxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Aug 14 2017 12:45:28 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Aug 14 2017 04:44:53 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Aug 14 2017 04:44:53 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=xxxxxxxxxxxxxxxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Aug 13 2017 18:05:22 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
slow internet SOS need help

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  • ChrisL's avatar
    ChrisL
    Former Moderator
    @NerdGirl

    From this end the modem appears to be online and reporting good signal levels. Are you able to duplicate the issue without the router attached?

  • NerdGirl's avatar
    NerdGirl
    New Contributor

    Yes, I'm able to duplicate the issue without the router attached

  • DannyS's avatar
    DannyS
    Moderator

    Hello,

    Checking this connection,  we do find the signal strength is good along with not finding any packet loss.  However we are finding some forward error correction issues which could be creating these intermittent drops and showing up as uncorrected errors.  It appears we may need to send a tech out.  To do so, please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with the full service address with a link to this thread so we can get started.

  • NerdGirl's avatar
    NerdGirl
    New Contributor

    Sorry for the long reply because I work 2nd shift. I will email Cox Help. I don't have Facebook or Twitter. 

  • NerdGirl's avatar
    NerdGirl
    New Contributor

    Two Cox Contractors came and installed two in-line attenuators, tightening the connector in the box, fixed the wall outlet and a new coaxial cable. No more high uncorrectables, slow webpage loads, slow Internet speeds, T3 or T4 time outs, and other errors since. 

    Error logs(these was from yesterday).

    TimePriorityCodeMessage
    Aug 21 2017 17:14:48 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:19:12 5-Warning B301.2 Auth Reject xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:19:08 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxCMTS-MAC=xxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:19:04 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:19:04 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:17:59 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:17:52 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxxxCM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:17:52 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:03:55 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxCM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:02:31 5-Warning T202.0 Lost MDD Timeout;CM-MAC=xxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:02:07 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxxxxxxCMTS-MAC=xxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 16:00:25 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 15:49:32 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 15:49:32 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=xxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 15:48:21 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 15:48:18 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxx-QOS=1.1;CM-VER=3.0;
    Aug 21 2017 15:46:34 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

    Signal levels:

    Downstream Bonding Channel Value
    Channel ID 22  21  23  24  17  18  19  20 
    Frequency 939000000 Hz  933000000 Hz  945000000 Hz  951000000 Hz  909000000 Hz  915000000 Hz  921000000 Hz  927000000 Hz 
    Signal to Noise Ratio 38 dB  38 dB  37 dB  37 dB  37 dB  37 dB  38 dB  38 dB 
    Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
    Power Level
    The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
    		1 dBmV   1 dBmV   1 dBmV   1 dBmV   0 dBmV   0 dBmV   1 dBmV   1 dBmV  

    Upstream Bonding Channel Value
    Channel ID 3  1  2  4 
    Frequency 29800000 Hz  18400000 Hz  23300000 Hz  36300000 Hz 
    Ranging Service ID 76  76  76  76 
    Symbol Rate 5.120 Msym/sec  2.560 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
    Power Level 42 dBmV  41 dBmV  41 dBmV  42 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 Stats (Codewords)Bonding Channel Value
    Channel ID 22  21  23  24  17  18  19  20 
    Total Unerrored Codewords 3462002719  3462010988  3462019105  3462027716  3461993596  3461994660  3461995744  3461996849 
    Total Correctable Codewords 70  58  39  54  45  67  66  39 
    Total Uncorrectable Codewords 1539  1353  1448  1455  1604  1585  1589  1589 
  • MichaelJ's avatar
    MichaelJ
    Moderator
    Hi NerdGirl, I am happy to hear that the issue is resolved. Have great day.