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GeoffD's avatar
GeoffD
New Contributor

Having Internet connections dropped and modem periodically rebooting/resetting

for the last several weeks I have started having serious connection issues. Usually in the evening the modem is suddenly rebooting and it is taking some time before the connection is getting back to Normal. checked everything - the signal, SNR, power level everything seems to be in order.  Modem is still under warranty - and has the latest firmware installed. Still the problem is there. Cox is denying that there is anything going on their side, but nothing changed on mine either. Ido have a splitter, but even with splitter removed and direct connection to the wall - the same issue.

event log indicates the problem is being there - I see even time SYNC issues (see below). Technician is coming tomorrow to check what is going on - but I am pretty sure he would not be able to find anything wrong here. otherwise I am having very decent connection at 190 MBps which is stable throughout the day.

Any ideas? anyone else is having similar issues with Cox in 92691 area?

Event Log

The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.


TimePriorityDescription
Thu Feb 23 19:38:26 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 23 21:05:13 2017 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 23 21:08:43 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 23 21:39:48 2017 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 23 21:39:58 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 23 22:08:12 2017 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 23 22:08:17 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 24 07:23:37 2017 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 24 07:29:01 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 24 20:45:57 2017 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 24 20:50:32 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 24 21:41:12 2017 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 24 21:53:46 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 24 23:28:42 2017 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:02:43 1970 3 DHCP FAILED - Discover sent, no offer received;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Fri Feb 24 23:34:22 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Sat Feb 25 01:38:19 2017 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Sat Feb 25 01:44:40 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Sat Feb 25 06:01:27 2017 3 No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;
Sat Feb 25 06:05:13 2017 5 RCS Partial Service;CM-MAC=d4:0a:a9:0c:82:b9;CMTS-MAC=00:12:d9:54:3d:d1;CM-QOS=1.1;CM-VER=3.0;

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  • Becky's avatar
    Becky
    Moderator
    Hi GeoffD,

    Since you mentioned using an Arris SB6190, it's possible the modem is the problem. There is a known issue with modems using the Puma6 chipset. You may want to read https://www.dslreports.com/forum/r31079834-ALL-SB6190-is-a-terrible-modem-Intel-Puma-6-MaxLinear-mistake and see if this explains what you're seeing. You can test your hardware using the tool at http://www.dslreports.com/tools/puma6. Please let us know how the service call goes this afternoon!

  • GeoffD's avatar
    GeoffD
    New Contributor

    Thank you for your response. This was my first reaction as well. After many tests and two visits of Cox technicians (noir to mention swapping any splitters, replacing any connectors they could find) the problem now deemed to be on Cox side. Also, my neighbor with whom I am sharing the cable box oustide - is having exactly the same problem. With a very different modem at exactly the same times I am having the issue. He has shared an advice that seems to be working for now - send refresh signal fromCox web site daily to reset the modem. It is definitely working so far. Please note, that restart of modem will not solve the problem - but reset signal from Cox works both for me and my neighbor. 

    Another Cox technician - this time supervisor, is scheduled to come on site tomorrow - the saga still goes on. Very frustrated. 

  • GeoffD's avatar
    GeoffD
    New Contributor

    Turned out to be Cox related issue. Just a few minutes prior to scheduled supervisor arrival - I got a call from Cox customer service notifying me that the problem has been identified and fixed on Cox side. No details about what was wrong. She has however mentioned that most of my neighbors were experiencing the same issue: the fact Cox Tech support has failed to even mention during my numerous previous calls. 

    So it is not a modem, or Puma6 or anything of that kind - it is Cox issue, as I have expected since I have started having this problem. Cox blamed everything [- splitters, cable connectors, modem.

    Not sure that the problem has been fully resolved - need to wait until evening - that is when the problem used to start happening.

    Really disappointed with the tech support - I provided them with logs, troubleshooting details etc. They did not even look at the it - going after usual suspects.

    I wish I had a choice of internet providers in my area. I have already cancelled my Cox cable TV, the Cox internet would be next.