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kabl_7's avatar
kabl_7
New Contributor

My customer is your CBS customer, and they have issues...

**Edited by Moderator**

I am a tech with a local low voltage company and my customer is having intermittent issues.

The service address is as follows:

X X X

X X X X

X X X

The modem RF levels are very good :

Frequency 801000000 Hz
Signal To Noise Ratio 43.1 dB
Power Level 8.7 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 3
Frequency 24800000 Hz
Power 41.3 dBmV

The issue is with the HSI service regularly dropping out and the log file is as follows each time there is an issue. This is from yesterday. Whenever the issue occurs the cs experiences connectivity issues and severe lag. They have had several tech appts and since it is an intermittent issue, they are never able/interested to diagnose and repair the issue beyond the local level.

2016-08-02 23:42:49 4-Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=3c:36:e4:ac:20:d
2016-08-02 12:05:37 5-Warning MDD message timeout;CM-MAC=3c:36:e4:ac:20:d4;CMTS-MAC=a4:4c:11:8b:31:88;CM-QOS=1
2016-08-02 12:02:44 3-Critical SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within ti
2016-08-02 12:02:40 3-Critical SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:36
2016-08-02 12:02:36 5-Warning MDD message timeout;CM-MAC=3c:36:e4:ac:20:d4;CMTS-MAC=a4:4c:11:8b:31:88;CM-QOS=1
2016-08-02 12:02:36 3-Critical SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:36
2016-08-02 12:01:03 5-Warning MDD message timeout;CM-MAC=3c:36:e4:ac:20:d4;CMTS-MAC=a4:4c:11:8b:31:88;CM-QOS=1
2016-08-02 12:00:47 3-Critical SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:36
2016-08-02 12:00:42 5-Warning MDD message timeout;CM-MAC=3c:36:e4:ac:20:d4;CMTS-MAC=a4:4c:11:8b:31:88;CM-QOS=1
2016-08-02 12:00:42 3-Critical SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:36
2016-08-02 12:00:21

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  • chris_c21's avatar
    chris_c21
    Contributor III

    This is a public user forum, why would you post someone else's service address here?

    *EDIT* nevermind, didn't realize that was a business account, thought you posted somebody's home address.

  • DustinP's avatar
    DustinP
    Moderator
    Hi kabl_7,

    Thank you for your message on our forums. We have provided this information to our Cox Business Specialists to review what you've provided us here. A Specialist will reach out to the POC on the Business Account.

    Thanks!

  • Allan's avatar
    Allan
    Moderator

    Hello kabl_7,

    Our business team has tried reaching out to you and did not get an answer. Please send us an email to cox.help@cox.com with the contact number so we can verify that we called the correct one.

    Thanks,

    Allan - Cox Support Forums Moderator