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RonOinAZ's avatar
RonOinAZ
New Contributor

Service Interrupted

When I sign into my cox.com account it shows "Service Interrupted" in the My Internet section. I am wondering if this is related to the ongoing problems my modem seems to be experiencing (according to its Events Log.) The log shows frequent "No Ranging Response" events as well as DHCP Renew events.

My modem's "Status" page shows large numbers of Uncorrectables on several of the channels.

Can you help me understand this problem and why why my account shows Service Interrupted?

Thanks!

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  • RonOinAZ's avatar
    RonOinAZ
    New Contributor

    I'm not having connection or speed problems but the frequent No Ranging Response Received and DHCP Renews and RCS Partial Service event logs along with the large number of Uncorrectables has been going on for months. I corresponded with CoxTech1 on DSLReports a while back and he thought it could indicate a truck roll may be appropriate. I waited until the then-pending release of new Arris SB6190 firmware became available, which Odog, also on DSLReports, pushed into my modem, to see if it made a difference. The modem is now running version 9.1.93V. This latest firmware didn't resolve the frequent issues documented in the modem's log or the Uncorrectables.

    Is there any other information I can provide that would help explain this?

    Thanks!

  • DerrickW's avatar
    DerrickW
    Valued Contributor
    We can check the signal levels to the modem, sounds like you are seeing timeouts in the modem log. Can you email us at cox.help@cox.com with the modem MAC address, we'll look into this further.
  • RonOinAZ's avatar
    RonOinAZ
    New Contributor

    I've emailed my MAC address and the modem log.

    Thank you!

  • DerrickW's avatar
    DerrickW
    Valued Contributor
    Thanks Ron, I received your message and replied!