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 |
