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AdlerNguyen's avatar
AdlerNguyen
New Contributor

Modem dropping to often

for the past few months our internet has been dropping out. usually rebooting the modem fixes it for a few minutes then it goes out again.. here are the logs. i dont know if its relevant or not but we dont have any cable or phone, just internet.

 
Time Priority Description
Dec 25 18:32:42 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 18:32:42 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 18:32:42 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 18:32:42 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 18:32:42 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 18:34:01 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 18:34:02 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 18:35:21 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 18:35:21 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 18:36:41 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 18:36:41 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 18:37:25 2017 Critical (3) Ranging Request Retries exhausted
Dec 25 18:37:25 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Dec 25 18:38:41 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Dec 25 18:38:41 2017 Notice (6) TLV-11 - unrecognized OID
Dec 25 18:38:45 2017 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Dec 25 19:09:57 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 19:18:17 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 19:18:18 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 19:20:06 2017 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Dec 25 19:20:24 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 19:20:35 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Dec 25 19:20:35 2017 Notice (6) TLV-11 - unrecognized OID
Dec 25 19:35:14 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 19:38:56 2017 Critical (3) Ranging Request Retries exhausted
Dec 25 19:38:56 2017 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Dec 25 19:39:32 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 19:39:32 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 19:40:52 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 19:40:52 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 23:05:42 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 23:05:42 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 23:11:21 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 23:11:21 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 23:11:41 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 23:11:41 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 23:12:12 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 23:12:12 2017 Critical (3) No Ranging Response received - T3 time-out
Dec 25 23:12:21 2017 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Dec 25 23:12:21 2017 Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Dec 25 23:15:15 2017 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Dec 25 23:15:15 2017 Notice (6) TLV-11 - unrecognized OID
and here are the cable connections
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 9 831000000 Hz 12.2 dBmV 36.8 dB 0 1319
2 Locked QAM 256 10 837000000 Hz 12.2 dBmV 36.8 dB 2 1339
3 Locked QAM 256 11 843000000 Hz 12.1 dBmV 36.8 dB 4 1507
4 Locked QAM 256 12 849000000 Hz 12.2 dBmV 36.8 dB 2 1423
5 Locked QAM 256 13 855000000 Hz 12.1 dBmV 37.6 dB 45 1394
6 Locked QAM 256 14 861000000 Hz 12.0 dBmV 37.6 dB 12 1564
7 Locked QAM 256 15 867000000 Hz 12.0 dBmV 37.3 dB 15 1557
8 Locked QAM 256 16 873000000 Hz 11.8 dBmV 37.0 dB 44

1421

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 Ksym/sec 18400000 Hz 37.0 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 37.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 38.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 38.5 dBmV

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  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    @AdlerNguyen

    Please email your full address and the primary name of the account holder to
    cox.help@cox.com so we can check the signal levels from this end



  • macox79's avatar
    macox79
    New Contributor

    Mine has been doing the same thing for weeks. It drops at least 3 times per day and reboots, then comes back online about 2-3 minutes later. This is a minimum of 3x per day.

  • MariaL's avatar
    MariaL
    Moderator
    Hi macox79,

    We'd be happy to investigate this issue and address your concerns; however, we will need some additional information in order to do so. Please email my team at cox.help@cox.com with this post, your full name, and complete address.

  • Lili's avatar
    Lili
    New Contributor

    We have the exact same issue. I would like to see one the support people respond in this forum instead of taking this offline. So many of us are experiencing this issue, there must be a common issue that either we can fix,

    or that you are fixing behind the scenes

    OR that is not getting resolved

    Also, by logging onto this forum do you not already know which customers we are? 

  • MariaL's avatar
    MariaL
    Moderator
    Hi Lili,

    Thanks for reaching out to us through Cox Forums! Our Forums is primarily intended for the discussion of technical issues among peers. If an issue requires us to review a customer’s account, we take the conversation offline in order to obtain their account info. We can, at times, locate an account if the email address used to register in forums is listed as the preferred email address on the Cox account. If you would like us to look into the issue you’re experiencing, please email us at cox.help@cox.com with this post, your full name and complete address.