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aragonite's avatar
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Intermittent Disconnects

I've had my Cox internet for about 5 months now, and only in the last month has this issue appeared. Multiple times a day my internet connection will briefly drop out before reconnecting within about a minute. In between these disconnections I have no issues at all, but they've been happening in the 10s of times per day lately.

I tried resetting my router and modem, neither of which had any effect on how often I disconnect. I did ping testing on my router and had sub millisecond responses when I lose my connection, so my router isn't the issue. When I looked on the longs for my modem I noticed that there have been multiple errors that frequently repeat themselves:

MDD message timeout;
SYNC Timing Synchronization failure - Failed to acquire FEC framing;

Started Unicast Maintenance Ranging - No Response received - T3 time-out;

The MDD and SYNC messages always happen at the same time, but don't seem to be tied to the T3 time-outs. Both of these two sets of messages coincide with my disconnects. From what searching I've done, T3 timeouts seems to indicate that there's an upstream issue so here's my information on that.

                                                                      Modem: Motorola SB6183
                                                                      Upstream Bonded Channels
Channel | Lock Status  | US Channel Type  | Channel ID |   Symbol Rate   |   Frequency   |     Power
1                     Locked                ATDMA                       3             5120 Ksym/sec    28414000 Hz    43.7 dBmV
2                     Locked                ATDMA                       1             2560 Ksym/sec    17154000 Hz    42.3 dBmV
3                     Locked                ATDMA                       2             5120 Ksym/sec    21984000 Hz    42.3 dBmV
4                     Locked                ATDMA                       4             5120 Ksym/sec    34844000 Hz    43.8 dBmV

As for cable splits - I have no idea, I live in a multi-unit apartment building. Any advice or help is appreciated, thanks for your time.

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  • Hello aragonite, The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High Speed Internet services with other customers. This appears as if you may need for someone to look into your account personally. We can definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at Provide us the name on the account with the full service address with a link to this thread so we can get started.