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Mike_C's avatar
Mike_C
New Contributor

Disconnects up to 15+ times per day.

Really at my wit's end with this one, and would like some help on getting this fixed once and for all. This has been going on for weeks now, but at the moment the disconnects are worse than ever. The amount ranges from 10-20 times per day usually. After checking the modem logs it seems that they don't tell the whole story, but this is the information my logs give me so far:

Event Log

http://i.imgur.com/DjFHri7.png

http://i.imgur.com/9nd3UrK.png

Downstream/Upstream Status

http://i.imgur.com/F0xOcUq.png

I'll try to give any other information you need, as long as this problem gets fixed. I've reset the modem, removed the splitter from the cabling to try directly to the line, and even tried different outlets just in case in might be some other kind of electrical interference. Thanks in advance for the help.

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  • TLG's avatar
    TLG
    New Contributor

    Make sure the metal shielding is not showing on any of the cable ends. I had the same issue with mine and it was due to the heat and the metal shielding showing on the cable outside.

  • Karen_R's avatar
    Karen_R
    Former Moderator
    Hello Mike,

    The modem has 0% packet loss with high power adjustments. Since you have already tested by bypassing the splitter the next step is to schedule a tech to investigate the issue. Please send an email to cox.help@cox.com with this forum post, your full address, and the best contact number to reach you. We will reply back to the email with the times for a trouble call.
  • Mike_C's avatar
    Mike_C
    New Contributor

    So I had a tech come out at the scheduled time, but not much has changed. He tested the connection to the line and mentioned there was definitely some errors there, but was unable to actually locate the tap it was connected to, or that of the general set of apartments. He said I should schedule a "plant maintenance" I think it's called? Is it possible this could be set up for me? I'd very much like to get the line replaced to my tap, or at the very least repaired. The disconnects are as frequent as ever.

    EDIT: 15 disconnections today. I really don't want to switch providers. Cox without the issues is fantastic, but these past couple months have been absolutely horrible.

  • Mike_C's avatar
    Mike_C
    New Contributor

    Karen_R said:
    Hello Mike,

    The modem has 0% packet loss with high power adjustments. Since you have already tested by bypassing the splitter the next step is to schedule a tech to investigate the issue. Please send an email to cox.help@cox.com with this forum post, your full address, and the best contact number to reach you. We will reply back to the email with the times for a trouble call.

    Would really like a further response to my comment above.

  • StephanieS's avatar
    StephanieS
    Moderator
    Mike C

    I've just reviewed your account and can see that there are notes that the field technician left. He did note that he "couldn't locate the tap locations and that there were errors in a line, however, they were fixed as soon as the jumper was replaced". If the field technician thinks that maintenance needs to be involved, that field tech would set up a ticket or call our dispatch and have them set up a ticket for maintenance. I'm looking at the modem now and it looks healthy. Are you still having trouble?

    StephanieS
    Cox Support Forums Moderator

  • Mike_C's avatar
    Mike_C
    New Contributor

    Thanks for the reply! The issues did improve a bit overall after the jumper was replaced, but there are still quite a few disconnects that occur throughout the day. It has been mostly calm today, but the past few days were almost at the status of prior to the jumper replacement. After replacing the jumper he did recommend the maintenance to fix the remaining issues to the line afterwards.

  • StephanieS's avatar
    StephanieS
    Moderator
    Mike C

    You're welcome! I'd like to set up a repeat trouble call at this point. I've got plenty of availability over the next 7 days. Please send an email to: cox.help@cox.com and let me know a day of the week that works best for you, I'll also need a good contact phone number for the date you choose.

    StephanieS
    Cox Support Forums Moderator