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Jesse_M_'s avatar
Jesse_M_
New Contributor

Intermittent connection loss with CM400

I have been having intermittent problems for the last 3 days, internet randomly drops from all wired and wireless devices after

around 5 minutes or so. Plugged directly into my computer or through the wireless router it makes no difference. I am using a

CM400 and Archer TP Link C7. A tech came out and it happened to be working when he was here, he said the levels looked fine. I

attached some logs from the Modem, any help is appreciated. The modem is about 4 months old and has had 0 other issues.

The attached logs are after the modem was online for approximately 10 minutes.  Thank you again.

Time Priority Description
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Apr 26 22:38:02 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Apr 26 22:38:02 2017 Notice (6) TLV-11 - unrecognized OID
Apr 26 22:39:13 2017 Error (4) RCP-ID in RCC not supported
Apr 26 23:05:08 2017 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Apr 26 23:05:12 2017 Warning (5) Lost MDD Timeout
Apr 26 23:06:48 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Apr 26 23:06:48 2017 Notice (6) TLV-11 - unrecognized OID
Apr 27 08:09:26 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Apr 27 08:09:26 2017 Notice (6) TLV-11 - unrecognized OID
Apr 27 21:11:01 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Apr 27 21:11:01 2017 Notice (6) TLV-11 - unrecognized OID
Apr 27 21:12:10 2017 Error (4) RCP-ID in RCC not supported
Apr 27 21:43:08 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Apr 27 21:43:08 2017 Notice (6) TLV-11 - unrecognized OID
Apr 27 21:44:18 2017 Error (4) RCP-ID in RCC not supported

 
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Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 939000000 Hz Locked
Connectivity State Ok Operational
Boot State -- --
Configuration File -- --
Security Enabled BPI+
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 17 909000000 Hz 1.3 dBmV 37.9 dB 28 1454
2 Locked QAM 256 18 915000000 Hz 1.3 dBmV 37.9 dB 23 1328
3 Locked QAM 256 19 921000000 Hz 1.1 dBmV 37.6 dB 26 1354
4 Locked QAM 256 20 927000000 Hz 0.8 dBmV 37.9 dB 37 1482
5 Locked QAM 256 21 933000000 Hz 0.9 dBmV 38.2 dB 58 1492
6 Locked QAM 256 22 939000000 Hz 0.4 dBmV 37.9 dB 18 725
7 Locked QAM 256 23 945000000 Hz 0.5 dBmV 37.9 dB 28 1443
8 Locked QAM 256 24 951000000 Hz 0.6 dBmV 37.9 dB 21 1548
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 2560 Ksym/sec 18400000 Hz 47.8 dBmV
2 Locked ATDMA 3 5120 Ksym/sec 23300000 Hz 49.8 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 29800000 Hz 49.8 dBmV
4 Locked ATDMA 1 5120 Ksym/sec 36300000 Hz 49.8 dBmV
Current System Time: Thu Apr 27 21:56:16 2017

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  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Jesse M.

    I'm not seeing any new events logged by the modem since this and it's reporting good signal levels. If you're still having problems I'd start with a basic direct to modem test and go from there depending on your results.

  • Jesse_M_'s avatar
    Jesse_M_
    New Contributor

    Nothing but problems since, probably lost connection 20-30 times since this post.

  • DeeJ1's avatar
    DeeJ1
    Former Moderator

    Hello Jesse,

    Sounds like we may need to have a tech come out. Would you like for me to schedule a technician visit?

  • Jesse_M_'s avatar
    Jesse_M_
    New Contributor

    I have called in many times and had a supervisor tell me that they would waive the $75 fee for having a tech come out, however, the time a tech did come out the internet was working and they did nothing.  Since then, I called back in and had that same offer rescinded and was basically called a liar when I told them that a supervisor had told me that.  I am not willing to pay that for a tech visit and I am not interested in the service plan either.  If I can't get this resolved I'll probably just have to look for another provider.  Thanks for the replies.

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Jesse M.

    Service call charges are ultimately applied based on the technician's findings. We do also offer our Cox Service Protection Plan for a small monthly charge which covers troubleshooting of any problem that may be found originating from inside of the home such as wiring, modem troubleshooting, etc.