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4thgenceli's avatar
New Contributor

Modem resets, timeouts, tlv-11 errors... Going on 3 weeks now

This seems to be a common issue now with Phoenix users and the service. I called into support when my modem was regularly resetting (N450) 20 times a day (not was bouncing ever couple minutes).  Call into Support and 'Oh there's a maintenance going in your area that's why'.  They said the would re-provision the modem after it was complete to fix but according to the field tech who came out today never did.  4 phone calls (3 dropped with no call back or message) and I finally get a tech out here. 

According to him...signals and everything are fine. Supposedly the NOC or whatever they're called doesn't see my modem on the wire at all yet can send reset signals to it. The modem DS/US lights never stop blinking now and are just constantly flickering (this started back when that 'maintenance' was happening).  They found nothing wrong, said signals were good, yadda yadda yadda. 

After he went outside and came back.. this is how my levels are looking now.  Using the Power Level guidelines from signal is piss poor. 


Downstream power level (Received power)

The specification for downstream power level is -15 dBmV to +15 dBmV for cable modems. A value of -7 dBmV or worse indicates a poor downstream signal path. An installation technician would aim for a value close to the optimal 0 dBmV, but a good cable modem is capable of working within the broader range of -10 to +10 dBmV, provided the downstream Signal to Noise Ratio remains good enough. Additionally all downstream channels should be within a +/-2db window with respect to each other.

Upstream (Transmit)

The upstream value should be between 40-51 dBmV (depending on number of channels bonded). A value within the range +40 to +51 dBmV is within spec with the low to mid 40's the most common. If the cable modem is going offline, and the upstream signal strength is at or above +50 dBmV when being bonded with 3 or 4 US channels, then a poor upstream path is probably the problem.


This is a 6 or 7 month old Negear N450 modem/router all in one. It's been rebooted, unplugged, disconnected and let sit overnight. Factory reset, rebooted, re-provisioned, whatever else they do.  There are no splitters either. Cable runs right from outside through the attic down the wall into the modem.  

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 939000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK ^1/E1F7F4E6/138001
Security Enabled BPI+

Downstream Bonded Channels
Lock Status Modulation Channel ID Symbol rate Frequency Power SNR DOCSIS/EuroDOCSIS locked
Locked QAM256 142 5360 Ksym/sec 939000000 Hz -6.9 dBmV 36.5 dB DOCSIS
Locked QAM256 141 5360 Ksym/sec 933000000 Hz -7.0 dBmV 36.5 dB DOCSIS
Locked QAM256 143 5360 Ksym/sec 945000000 Hz -6.5 dBmV 36.6 dB DOCSIS
Locked QAM256 144 5360 Ksym/sec 951000000 Hz -5.9 dBmV 37.1 dB DOCSIS
Locked QAM256 137 5360 Ksym/sec 909000000 Hz -6.4 dBmV 36.9 dB DOCSIS
Locked QAM256 138 5360 Ksym/sec 915000000 Hz -6.7 dBmV 36.7 dB DOCSIS
Locked QAM256 139 5360 Ksym/sec 921000000 Hz -7.1 dBmV 36.5 dB DOCSIS
Locked QAM256 140 5360 Ksym/sec 927000000 Hz -7.1 dBmV 36.4 dB DOCSIS

Upstream Bonded Channels
Lock Status Modulation Channel ID Symbol rate Frequency Power
Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 35.3 dBmV
Locked TDMA and ATDMA 1 2560 Ksym/sec 18400000 Hz 35.3 dBmV
Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 37.8 dBmV
Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 37.8 dBmV
 Thu Jul 21 11:30:05 2016    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=0xxx;CM-QOS=1.1;CM-VER=3.0; 
 Thu Jul 21 11:29:23 2016    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0; 

3 Replies

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  • LazlowRave's avatar
    New Contributor

    ** equipment.

    It's likely your paying and renting for the modem and wireless router.

    Get the modem, but pay for your own wireless router. And don't go cheap with your router. It will solve 80% of your problems unlike my sisters problem which she pays for 150mbps but I've never clocked over 50mbps. And I have a networking engineer applied science degree. Cox is shady about these customers. My best guess is they don't have enough power to omitt the signal to her neighborhood but they don't want to explain that. They just explain the "up to" speeds meaning, legally you pay more for a service you may likely not receive.

    If your a single household, anything around 35mbps is sufficent for peak/low times of internet traffic.  

  • 4thgenceli's avatar
    New Contributor

    All my responses seem to violate the usage I'm not going to respond to your comment. Now time to sit and wait for them to come and find nothing wrong again.  At least CenturyLink is only 2 days out for install.

  • LDT's avatar
    New Contributor

    I've literally been through two of your router/modem combos. I'm gonna guess its a net gear cg3000dv2. Its rubbish. I didn't read reviews before I purchased mine but Its got a lot of bad reviews on Newegg. I just replaced mine today with sb6141, things are looking great so far! I can't say enough how bad that all in 1 is.