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SpartanGuy's avatar
SpartanGuy
New Contributor

Frequent internet drops

We have been experiencing random drops from the internet for months and have had Cox out to our house repeatedly with no solution in sight. At the technician’s recommendations, we upgraded our modem to an Arris SB6190 (more powerful than he said we needed) and our router to a distributed mesh network using the Erro wireless router system. Still no improvement. The service drops for anywhere from a few seconds to minutes. It often reestablishes itself, but not before dropping Skype calls and remote connections. This is a major problem, as both my wife and I work out of the house. I am not a techie by any standard, but I looked at the modem status and event logs and I believe that they show a problem. Also, when I check the internet speed using OOKLA’s Speedtest (which the technician says powers their speed tests) on my phone I often find download speeds well below 20 mbps and upload speeds in the 0 to 2 mbps range – we pay for a premium plan. In fairness, we can, but very rarely, get excellent speeds. We do not know what to do next. The screen shots of the status and error logs are shown below. I don’t know what they mean. Any suggestions would be appreciated. Tue Mar 28 12:08:26 2017 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:08:27 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:13:13 2017 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:13:48 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:16:18 2017 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:16:18 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:20:26 2017 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:20:54 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:24:34 2017 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:24:54 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:25:32 2017 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:26:17 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:26:19 2017 5 Lost MDD Timeout;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:26:21 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:26:54 2017 5 Lost MDD Timeout;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:26:54 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:32:18 2017 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:32:23 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:35:22 2017 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Tue Mar 28 12:35:50 2017 5 RCS Partial Service;CM-MAC=5c:e3:0e:3c:60:a3;CMTS-MAC=00:1d:a2:e7:b7:b4;CM-QOS=1.1;CM-VER=3.0; Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 154 837.00 MHz -0.90 dBmV 38.98 dB 203873 6997424 2 Locked 256QAM 145 783.00 MHz -2.20 dBmV 38.61 dB 1995851 13768109 3 Locked 256QAM 146 789.00 MHz -1.80 dBmV 38.61 dB 15803590 97142082 4 Locked 256QAM 147 795.00 MHz -1.30 dBmV 38.98 dB 8506 9138 5 Locked 256QAM 148 801.00 MHz -1.00 dBmV 38.98 dB 12208 8113 6 Locked 256QAM 149 807.00 MHz -0.60 dBmV 38.61 dB 14571 9219 7 Locked 256QAM 150 813.00 MHz -0.20 dBmV 38.98 dB 15704 8221 8 Locked 256QAM 151 819.00 MHz -0.40 dBmV 38.61 dB 26007 9351 9 Locked 256QAM 152 825.00 MHz -0.30 dBmV 38.98 dB 27599 9830 10 Locked 256QAM 153 831.00 MHz -0.40 dBmV 38.98 dB 37499 46465 11 Locked 256QAM 155 843.00 MHz -0.50 dBmV 38.98 dB 37055 8794 12 Locked 256QAM 156 849.00 MHz -0.40 dBmV 38.61 dB 48511 15415 13 Locked 256QAM 157 855.00 MHz -0.30 dBmV 38.98 dB 54284 8845 14 Locked 256QAM 158 861.00 MHz 0.50 dBmV 38.98 dB 40118 9200 15 Locked 256QAM 159 867.00 MHz 0.60 dBmV 38.98 dB 58482 9194 16 Locked 256QAM 160 873.00 MHz 0.90 dBmV 38.98 dB 57896 9039 17 Locked 256QAM 161 879.00 MHz 1.10 dBmV 38.98 dB 54901 8566 18 Locked 256QAM 162 885.00 MHz 0.70 dBmV 38.98 dB 77828 8196 19 Locked 256QAM 163 891.00 MHz 0.50 dBmV 40.37 dB 73163 8133 20 Locked 256QAM 164 897.00 MHz 0.00 dBmV 38.61 dB 81297 8127 21 Locked 256QAM 165 903.00 MHz -0.60 dBmV 38.98 dB 105255 7985 22 Locked 256QAM 166 909.00 MHz -0.60 dBmV 38.61 dB 83887 9203 23 Locked 256QAM 167 915.00 MHz -0.80 dBmV 38.98 dB 87056 9575 24 Locked 256QAM 168 921.00 MHz -1.10 dBmV 38.98 dB 104256 10418 25 Locked 256QAM 193 927.00 MHz -0.70 dBmV 39.50 dB 210 1949 26 Locked 256QAM 194 933.00 MHz -0.50 dBmV 39.50 dB 139 1796 27 Locked 256QAM 195 939.00 MHz -0.50 dBmV 38.90 dB 183 1778 28 Locked 256QAM 196 945.00 MHz -0.30 dBmV 39.50 dB 313 1616 29 Locked 256QAM 197 951.00 MHz -0.60 dBmV 38.90 dB 149 1593 30 Locked 256QAM 198 957.00 MHz -0.60 dBmV 39.50 dB 187 1777 31 Locked 256QAM 199 963.00 MHz -0.50 dBmV 39.20 dB 150 1752 32 Locked 256QAM 200 969.00 MHz -0.70 dBmV 39.20 dB 179 1515

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  • ChrisL's avatar
    ChrisL
    Former Moderator
    @SpartanGuy

    I'm not sure what you traded up from but the current problems you're describing sound like they're related to a known latency issues with the SB6190 and about 50 other similar cable modems. For what it's worth we're evaluating a proposed fix for the 6190 as we speak although there's no expected release date yet. You can read more about the problem here:

    https://www.dslreports.com/forum/r31079834-ALL-SB6190-is-a-terrible-modem-Intel-Puma-6-MaxLinear-mistake

  • SpartanGuy's avatar
    SpartanGuy
    New Contributor
    ChrisL said:
    @SpartanGuy

    I'm not sure what you traded up from but the current problems you're describing sound like they're related to a known latency issues with the SB6190 and about 50 other similar cable modems. For what it's worth we're evaluating a proposed fix for the 6190 as we speak although there's no expected release date yet. You can read more about the problem here:

    https://www.dslreports.com/forum/r31079834-ALL-SB6190-is-a-terrible-modem-Intel-Puma-6-MaxLinear-mistake

    I upgraded from a Netgear R6300 modem, which I was lead to believe was a pretty good modem, but we had similar problems when we used that modem. By the way, sorry about the formatting, I seemed to have lost it when I hit post, making it hard to read the tables. From other posts, I think that "uncorrectables" should be near 0, and ours were over 100,000.000 when I checked the event log and copied it. Am I correct that they should be near 0?
  • ChrisL's avatar
    ChrisL
    Former Moderator
    @SpartanGuy

    With many modems the uncorrectable counters are buggy and won't show truly accurate data. If the plan was to try a different modem and see if the problem continues the 6190 is probably not the best reference choice. Considering it's know issues it's hard to say if you solved one problem only to experience another or the known issues with this device are covering up a larger issue.

  • SpartanGuy's avatar
    SpartanGuy
    New Contributor
    ChrisL said:
    @SpartanGuy

    With many modems the uncorrectable counters are buggy and won't show truly accurate data. If the plan was to try a different modem and see if the problem continues the 6190 is probably not the best reference choice. Considering it's know issues it's hard to say if you solved one problem only to experience another or the known issues with this device are covering up a larger issue.

    Thanks for the reply. It was not my plan. We did what the Cox Technician told us to do -- he recommended we get an Arris modem with multiple channels. We just need an internet that works and right now it is hard to use it when it drops out multiple times a day. What next? Another modem? If so, which one? Or, if you cannot recommend anything, where do I go to find out what works? We would prefer not to have a combo modem/router. We are very frustrated. Thanks for your help.
  • ChrisL's avatar
    ChrisL
    Former Moderator
    @SpartanGuy

    The combination gateways can be convenient but problem isolation is generally easier with separate devices. My understanding is a fix for the 6190 is close to being available but if your return window for it is getting close you might be better with something like the SB6180 or one of the Netgear CM500/CM600/CM1000's.