We have had a problem with our internet connection for the past month or so. In the beginning, we thought our cable modem was going south. As the Cox Cable technician recommended, we bought a BRAND NEW, $210 modem/AC router, the Arris SBG7580-AC. Less than a week later, the internet goes out intermittently. We have called out Cox for the third time in less than 2 months, and I feel like the problem is worsening.We repeatedly say it's ingress over the phone with tech support to no avail. Please see the images below. What's going on with "DCID 81-83" anyway, and what are those channels tied to? It seems the other channels are fine.Any suggestions?

@Jeaster I checked from here and all looks well up to the modem itself. Can you try testing with a wired connection and see if you still have problems?

Possible ingress in the CDMA range. Do you have a Sprint/Verizon phone near the gateway, or a tower near your house?

@TechKnowHelp, I have an AirRave 2.5 in the house. It's a femtocell device that connects to a router to enhance my cellphone voice coverage. I've had it for over 2 years now, and I've never had a problem with my internet connection until recently. Kinda coincidental. @ChrisL, It's the same. My desktop is hooked up to one of the GB ports on the SB7580, and the side-effects include webpages not completely loading or video streams breaking up.

Jaester said:Kinda coincidental. I disagree. While there may not be anything inherently wrong with the AirRave, if there are any lose connections or problem with the coaxial wiring in range of the AirRave, it might be picking up the signal as ingress to the cable modem signal. Your question is what those channels are used for and CDMA cellular reception is suspect number 1. Also, it's possible that same ingress is causing problems for everyone in your neighborhood and they may not even know it. Can you try moving the AirRave and any such devices away from the gateway? If that doesn't work, then I would suggest a technician to look over the lines to see where it might be leaking in. Could even be out on the pole. Did anything change with the coaxial wiring around a month ago? PS. It may be a little dry, but here is a PDF explain how CDMA can cause cable broadband ingress. Here is a FCC page where you can download the full spectrum map or browse by geographical location. Note some of this may be out of date because the FCC is in the process of negotiating bandwidth between the different providers. Heck, I wonder if those changes may have cause the problem.

I will completely shut it off for 2 weeks and I will see if this solves the issue. I've rebooted the modem, and ever since then, the issue has minimized. Shutting down the AirRave now.

SBG7580-AC Ingress | Cox Community

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ChrisL
Former Moderator
@Jeaster

I checked from here and all looks well up to the modem itself. Can you try testing with a wired connection and see if you still have problems?
Tecknowhelp
Valued Contributor II
Possible ingress in the CDMA range. Do you have a Sprint/Verizon phone near the gateway, or a tower near your house?
Jaester
New Contributor
@TechKnowHelp,

I have an AirRave 2.5 in the house. It's a femtocell device that connects to a router to enhance my cellphone voice coverage. I've had it for over 2 years now, and I've never had a problem with my internet connection until recently. Kinda coincidental.

@ChrisL,

It's the same. My desktop is hooked up to one of the GB ports on the SB7580, and the side-effects include webpages not completely loading or video streams breaking up.
Tecknowhelp
Valued Contributor II
Jaester said:
Kinda coincidental.

I disagree. While there may not be anything inherently wrong with the AirRave, if there are any lose connections or problem with the coaxial wiring in range of the AirRave, it might be picking up the signal as ingress to the cable modem signal. Your question is what those channels are used for and CDMA cellular reception is suspect number 1. Also, it's possible that same ingress is causing problems for everyone in your neighborhood and they may not even know it.

Can you try moving the AirRave and any such devices away from the gateway? If that doesn't work, then I would suggest a technician to look over the lines to see where it might be leaking in. Could even be out on the pole. Did anything change with the coaxial wiring around a month ago?

PS. It may be a little dry, but here is a PDF explain how CDMA can cause cable broadband ingress. Here is a FCC page where you can download the full spectrum map or browse by geographical location. Note some of this may be out of date because the FCC is in the process of negotiating bandwidth between the different providers. Heck, I wonder if those changes may have cause the problem.
Jaester
New Contributor
I will completely shut it off for 2 weeks and I will see if this solves the issue. I've rebooted the modem, and ever since then, the issue has minimized. Shutting down the AirRave now.
Jaester
New Contributor
Tecknowhelp said:

Can you try moving the AirRave and any such devices away from the gateway?

....Did anything change with the coaxial wiring around a month ago?

The AirRave 2.5 is about 15-20 feet diagonally away from the gateway, and is sitting on top of my PC tower.

And no, nothing has changed with the coaxial cable wiring within the past 2 months, besides the second tech coming out to change a splitter(he says they "can" go bad) that feeds my DVR and cable modem and changing out the connector from the line that's coming from the roof.
Jaester
New Contributor
OH SNAP. Just went to the logs page and saw what's displayed below. This was after turning off the AirRave. What the heck?!!!
Tecknowhelp
Valued Contributor II
First try a reboot of the modem. It's normal for a modem to act crazy if you change it's signal while it's using it. It might require a full reboot from Cox which resets it's modem's config file, which makes it relearn the downstream frequencies. Hopefully by doing that, and with the ingress gone, the connection will improve. Also click on the "Reset FEC counter" so you can keep accurate track of the uncorrectables.

Something else to try is to create a constant ping, and then see how the ping changes just by unplugging or plugging in the airwave. If you see immediate packet loss, then you atleast know for sure what's causing the issue, even if we haven't figure out yet how to fix it.

Windows Key + R > CMD > Ping -t google.com
Jaester
New Contributor
So, the previous screenshot was before a complete "planned service outage". We called tech support and I'm pretty sure it was unplanned, because we've had rain and high winds for the past 24 hours.

This screenshot was during the outage:

And after a reboot, AirRVe shutdown, and "planned service outage":

The downstream SNRs seem low, don't you think?
Tecknowhelp
Valued Contributor II
Does your signal levels still change when you unplug the cellular repeater? If so, I wonder if you might be causing the outage accidently. If your tap had water in it, that might be where the signal is leaking in. Did it happen to rain a lot last month?

If not, then I would agree it's weather related. The whole "planned outage" just means it was taken down on purpose, probably to fix a problem. It means there is already a open ticket and people are working on it, not that they caused the issue.

Either way, if you talk to them again, ask if you can have the ticket number attached to the outage. Some won't know how to look it up, and some outages don't have a ticket assigned, but this one sounds like it does.