New Contributor

Help me with Internet Drops

Hello,

About a month ago I finally became frustrated with the extreme slow speeds I was receiving and thought it was because we use mainly wireless so I had a tech come in and move the drop to my office. He found a drop in the bedroom (I have never used I hope they test these things) and ran a coax along the wall, around my door frame, through the door and into the next room. (Still upset about that.)

The slow speeds persisted even though I was hardwired now so I opened up a support chat with ping times and tracerts to some popular websites showing packet loss and latency. After finally getting through to a sup she indicated that an internal ticket was opened and routed to a 'specialist'.

About 2 weeks ago the issue has now become persistent and regular drops. About every 30 mins or so I drop connection and it reestablishes on its own within 2-5mins. I tried to get support involved but they said they can only troubleshoot when it is down, and because it comes up so quickly they kept missing it being down. They only offered to send a tech out and I do not want a tech without valid proof that the issue lies with there equipment. (His proof is that he is 'an expert'. I did high speed data support right out of college, I am amazed at the lack of talent.) I cannot get them to check the signals on my modem, run any ping tests or tracerts or even get me to a supervisor. It was 'oh yea there's an outage' and then 'let's send a tech'.

My set up is broadband connected to a Surfboard 6580. I have an IP phone hardwired to 1 port and 2 pcs hardwired to the other ports. The wireless is on 2.4ghz and connects to an extender downstairs. Really only concerned about the hardwired connections however. Power cycling the modem does not resolve, and I did have it completely unplugged for a day while I rearranged.

When it drops the Internet and all other lights remain solid, so maybe my modem/router is to blame? I checked and the DCHP leases are set to 5 days.

So I am looking for ideas on how something I can run in the background to try and track this down. Or if needed I can move the modem/router to the old drop downstairs if it is still active and see if the issue persists? Any ideas please!

intermittent

no tech support

16 Replies

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ChrisL
Former Moderator
@Whydowepayforthis

I checked from this end and I'm seeing performance issues up to the modem from this end. Are there any cable splitters you could try bypassing and seeing if that helps?
Whydowepayforth
New Contributor
I am not using any cable splitters. As stated I paid for a tech to come and run a drop to my home office. He simply used the drop in my bedroom and ran the coax along the wall, around the door frame, through the door and along the floor where the modem is hard wired to my equipment.
ChrisL
Former Moderator
@Whydowepayforthis

Did the technician try testing with a different modem to see if that worked any better?
Whydowepayforth
New Contributor
He ran the drop through the rooms and did a horrible job tacking it into my drywall. I have no idea if he checked the drop in the bedroom before using it.
Whydowepayforth
New Contributor
If you see performance issues up to the DMARC isn't that something you guys should take care of?
cpljp
Contributor
What speed do you pay for and what speed are you seeing hardwired? The modem you have is an 8 channel modem...In todays age I personally recommend with any speed tier you are subscribed to over 150 mbps to utilize a modem with at least 16 channels. This will help with congestion and other issues. Does your computer you are testing have a newer 1 gig NIC card as well?

Can you post your RF signal levels and error logs?

Yes, everything up to the ground block is Cox's responsibility...unless you cut your drop line on accident or purpose...
ChrisL
Former Moderator
@Whydowepayforthis

I'm not able to see to the DMARC from here, only to the modem. For this kind of issue we typically recommend having a technician come troubleshoot further if a basic check of the cabling/fittings doesn't correct the issue.
Whydowepayforth
New Contributor
Preferred up to 100 down/10 up
56 down and 17 up, 52 ms latency (cox's speed test)

Yes Intel I219-LM

Downstream Bonded Channels
Channel   Lock Status   Modulation   Channel ID   Frequency   Power   SNR   Correctables   Uncorrectables
1   Locked   QAM256   78   843000000 Hz   10.3 dBmV   36.9 dB   0   0
2   Locked   QAM256   77   837000000 Hz   9.9 dBmV   36.9 dB   0   0
3   Locked   QAM256   79   849000000 Hz   10.3 dBmV   36.8 dB   0   0
4   Locked   QAM256   80   855000000 Hz   10.6 dBmV   36.9 dB   0   0
5   Locked   QAM256   85   885000000 Hz   9.9 dBmV   38.6 dB   0   0
6   Locked   QAM256   86   891000000 Hz   9.7 dBmV   38.3 dB   0   0
7   Locked   QAM256   87   897000000 Hz   10.0 dBmV   38.5 dB   0   0
8   Locked   QAM256   88   903000000 Hz   9.9 dBmV   38.5 dB   0   0

Upstream Bonded Channels
Channel   Lock Status   US Channel Type   Channel ID   Symbol Rate   Frequency   Power
1   Locked   ATDMA   3   5120 Ksym/sec   28792000 Hz   40.7 dBmV
2   Locked   TDMA and ATDMA   1   2560 Ksym/sec   20792000 Hz   40.7 dBmV
3   Locked   ATDMA   2   2560 Ksym/sec   23992000 Hz   40.7 dBmV
4   Locked   ATDMA   4   5120 Ksym/sec   35192000 Hz   40.7 dBmV

(PC MAC C8-5B-76-82-E3-9D)
Time    Priority    Description
Sun Mar 19 22:35:31 2017     Critical (3)    Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=7c:bf:b1:b4:24:96;CMTS-MAC=00:14:f1:eb:a8:9c;CM-QOS=1.1;CM-VER=3.0;
Thu Mar 16 17:53:12 2017     Error (4)    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=7c:bf:b1:b4:24:96;CMTS-MAC=00:14:f1:eb:a8:9c;CM-QOS=1.1;CM-VER=3.0;
Thu Mar 16 12:15:37 2017     Critical (3)    Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=7c:bf:b1:b4:24:96;CMTS-MAC=00:14:f1:eb:a8:9c;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 13 05:53:09 2017     Notice (6)    DHCP Renew - lease parameters UTC Time Offset modified;CM-MAC=7c:bf:b1:b4:24:96;CMTS-MAC=00:14:f1:eb:a8:9c;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 13 05:53:09 2017     Error (4)    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=7c:bf:b1:b4:24:96;CMTS-MAC=00:14:f1:eb:a8:9c;CM-QOS=1.1;CM-VER=3.0;
Sat Mar 11 14:43:25 2017     Critical (3)    Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=7c:bf:b1:b4:24:96;CMTS-MAC=00:14:f1:eb:a8:9c;CM-QOS=1.1;CM-VER=3.0;
Thu Mar 09 16:53:06 2017     Notice (6)    TLV-11 - unrecognized OID;CM-MAC=7c:bf:b1:b4:24:96;CMTS-MAC=00:14:f1:eb:a8:9c;CM-QOS=1.1;CM-VER=3.0;
Whydowepayforth
New Contributor
Chris,

I need some type of tshooting done. I need to know what it is you guys see that warrants a tech. I cannot pay for a tech to come out and not fix it. I have already stated this in my original post. I am asking for proof that there is a problem that only a technician can fix. I need to know what goes on that work order so that tech knows what he is doing when he shows up. I am not made of money, I cannot just pay for a tech to keep coming out. After paying 60bucks to have a drop put in and all they did was run a cable across my bedroom you think I am going to trust another one to come out without no definitive proof as to the root cause of this issue? You haven't done any tshooting! Another poster has asked more tshooting questions than you and you are working for Cox!
DannyS
Moderator
Hello, checking your internet connection just now. I can confirm we see very high latency and some minor intermittent packet loss to your modem. I have ruled out area concerns for you. By chance have you ever attempting bypassing your connection by just connecting a computer or laptop directly to the modem? I ask as a router or something on your network can pull down your connection from behind the modem. I only ask as you were concerned about being charged for a visit. If you would like a tech out can you please contact us by email at cox.help@cox.com and provide this thread and we can set up an appointment for you at that time.