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NeedStableInter's avatar
NeedStableInter
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How Can I get my Internet Service fixed When Cox can't seem to fix it.

I am very very frustrated at this point as my issues have not been resolved after many calls and multiple visits from cox "contractors"

Everybody is nice... don't get me wrong.  The customer service training is great.  But I really just need my Internet to work.

We are way past "have you rebooted your modem"

Technician 1. Contractor "You should buy faster internet"  Me-Would you like to see the logs in cable modem showing the issues?  Technician "That is just a bunch of numbers... it doesn't mean anything to me" (According to Cox records this technician never visited my house)

Technician 2. Contractor I cant fix this.  I don't know it all looks good to me.

Technician 3.  Cox Employee systematically went through everything and the service was better from 10-20 drops a day to 1 or 2.

It has been getting worse again for the last few months.  Today at least 5 drops in two hour period.

This is not my wireless... this is the cable connection.

Technicians have replaced splitters, modems and cables

I am an IT guy and I realize all the usual ** that people call tech support for.

My modem consistently logs Critical T3 warnings.

Service Degradation started after upgrading to Cox's latest TV Boxes.  Cable internet service was stable for almost 6 or so years.

Cable modem logs from last 2 days


 Time   Priority   Description 
 Sat Feb 11 17:12:58 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:50:18 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:50:18 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:50:18 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:50:03 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:50:03 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:50:03 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:35:51 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:35:51 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:35:51 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:01:57 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:01:57 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 16:01:57 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 15:46:46 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 15:46:46 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 15:46:46 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 15:16:37 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 15:16:37 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 15:16:37 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 15:16:22 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 15:16:22 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 15:16:22 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Sat Feb 11 03:24:38 2017    Error (4)   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 17:03:18 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:56:20 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:56:20 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:56:20 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:37:08 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:37:08 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:37:08 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:09:44 2017    Warning (5)   Dynamic Range Window violation 
 Fri Feb 10 16:07:59 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:01:01 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:01:01 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 16:01:01 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 15:46:33 2017    Warning (5)   Dynamic Range Window violation 
 Fri Feb 10 15:44:49 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 15:43:49 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 15:43:49 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 15:43:49 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 15:25:53 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 15:25:53 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 15:25:53 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 10:18:38 2017    Warning (5)   Dynamic Range Window violation 
 Fri Feb 10 10:16:09 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:04:01 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:04:01 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:04:01 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:04:00 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:04:00 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:04:00 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:42 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:42 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:42 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:30 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:30 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:30 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:24 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:24 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:24 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:05 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:05 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:03:05 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:02:47 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:02:47 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:02:47 2017    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:02:28 2017    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 
 Fri Feb 10 06:02:28 2017    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=1c:1b:68:a2:4d:c7;CMTS-MAC=00:26:99:89:cd:79;CM-QOS=1.1;CM-VER=3.0; 

Current Connection info


Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File
Security Enabled BPI+

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 190 909000000 Hz -3.2 dBmV 35.9 dB 15640 34147
2 Locked QAM256 185 879000000 Hz -3.1 dBmV 35.9 dB 18637 39936
3 Locked QAM256 186 885000000 Hz -3.0 dBmV 35.9 dB 18478 40059
4 Locked QAM256 187 891000000 Hz -2.8 dBmV 35.7 dB 21059 50529
5 Locked QAM256 188 897000000 Hz -2.4 dBmV 35.8 dB 4529 11432
6 Locked QAM256 189 903000000 Hz -1.9 dBmV 35.8 dB 4497 12151
7 Locked QAM256 191 915000000 Hz -3.1 dBmV 36.1 dB 4522 12345
8 Locked QAM256 192 921000000 Hz -3.0 dBmV 35.8 dB 4357 12336

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 25800000 Hz 46.0 dBmV
2 Locked TDMA and ATDMA 1 2560 Ksym/sec 17600000 Hz 46.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 32200000 Hz 46.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 38600000 Hz 46.0 dBmV

This has cost me hundreds of dollars in Cell overage charges as my wife gets disconnected from the internet often.  I really just cant do the tech support call in with no resolutions.  I am hoping either someone here can give me something to go on or some Cox Moderator can get this problem to someone who can fix it.My only other alternative is to switch providers.  I have been a cox subscriber for at leas 20 years.Thanks for reading my rant... this is the toned down version. 

1 Reply

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  • cpljp's avatar
    cpljp
    Contributor

    This is screaming noise or something loose somewhere to me. Are all your connections tight? Any hotspots or cellphones used near your modem? I'm curious to know how your group delay looks like for your 4 upstream channels, but that can only be seen from the ISP end...