We've been having issues since moving to our current apartment when doing anything that requires a stable connection (with either the provided modem or our own CM600 modem) and the modem logs have revealed a ton of T3 Timeouts and Dynamic Range Window Violations.
(I'm assuming there's an issue with the signal on the way to the modem, but I'm not the most knowledgeable on these things or how to properly diagnose.)
The tech has been out and said our signal wasn't the issue. I've switched modems from the Netgear CM600 to the Cox-provided modem as the tech requested, and the connection issues persist.
I'm at home and able to look at the modem logs now, and while the T3 timeouts seem to be fewer and further between, we are experiencing many uncorrectables on all downstream channels which are causing connectivity issues. (Copying plain text from logs because I'm having issues posting screenshots for some reason.) Below is over a three day period with most being today.
| DCID | Freq | Power | SNR | Modulation | Octets | Correcteds | Uncorrectables | |
| Downstream 1 | 118 | 849.00 MHz | 8.70 dBmV | 36.61 dB | 256QAM | 3291053500 | 682 | 5414 |
| Downstream 2 | 97 | 723.00 MHz | 3.10 dBmV | 35.60 dB | 256QAM | 2091674810 | 1444 | 9929 |
| Downstream 3 | 98 | 729.00 MHz | 3.90 dBmV | 35.78 dB | 256QAM | 2070852276 | 837 | 5199 |
| Downstream 4 | 99 | 735.00 MHz | 4.90 dBmV | 36.39 dB | 256QAM | 2055629541 | 1205 | 7453 |
| Downstream 5 | 100 | 741.00 MHz | 5.80 dBmV | 36.39 dB | 256QAM | 2033645685 | 565 | 3061 |
| Downstream 6 | 101 | 747.00 MHz | 6.20 dBmV | 36.39 dB | 256QAM | 2148226183 | 1440 | 7530 |
| Downstream 7 | 102 | 753.00 MHz | 3.80 dBmV | 34.35 dB | 256QAM | 2087631206 | 453 | 3194 |
| Downstream 8 | 103 | 759.00 MHz | 4.50 dBmV | 34.93 dB | 256QAM | 2092451188 | 456 | 2997 |
| Downstream 9 | 104 | 765.00 MHz | 5.40 dBmV | 35.08 dB | 256QAM | 2034998814 | 341 | 1132 |
| Downstream 10 | 105 | 771.00 MHz | 6.00 dBmV | 35.60 dB | 256QAM | 2142447921 | 296 | 2341 |
| Downstream 11 | 106 | 777.00 MHz | 6.30 dBmV | 35.60 dB | 256QAM | 2119203901 | 281 | 2142 |
| Downstream 12 | 107 | 783.00 MHz | 7.00 dBmV | 35.78 dB | 256QAM | 2111649199 | 221 | 1154 |
| Downstream 13 | 108 | 789.00 MHz | 7.20 dBmV | 35.78 dB | 256QAM | 2098494514 | 343 | 2159 |
| Downstream 14 | 109 | 795.00 MHz | 7.70 dBmV | 35.60 dB | 256QAM | 2449475623 | 566 | 2943 |
| Downstream 15 | 110 | 801.00 MHz | 8.60 dBmV | 36.39 dB | 256QAM | 2439992012 | 351 | 2068 |
| Downstream 16 | 111 | 807.00 MHz | 8.80 dBmV | 36.39 dB | 256QAM | 2429325475 | 678 | 3863 |
| Downstream 17 | 112 | 813.00 MHz | 8.90 dBmV | 36.39 dB | 256QAM | 2425799902 | 491 | 4327 |
| Downstream 18 | 113 | 819.00 MHz | 8.80 dBmV | 36.61 dB | 256QAM | 2391086363 | 906 | 6121 |
| Downstream 19 | 114 | 825.00 MHz | 8.50 dBmV | 36.39 dB | 256QAM | 2371673883 | 500 | 4451 |
| Downstream 20 | 115 | 831.00 MHz | 7.40 dBmV | 36.39 dB | 256QAM | 2266081416 | 665 | 3238 |
| Downstream 21 | 116 | 837.00 MHz | 8.60 dBmV | 36.61 dB | 256QAM | 2260509621 | 551 | 5444 |
| Downstream 22 | 117 | 843.00 MHz | 8.80 dBmV | 36.61 dB | 256QAM | 2247076601 | 1017 | 7334 |
| Downstream 23 | 119 | 855.00 MHz | 8.50 dBmV | 36.61 dB | 256QAM | 2319001534 | 969 | 5224 |
| Downstream 24 | 120 | 861.00 MHz | 7.80 dBmV | 36.61 dB | 256QAM | 2303652146 | 578 | 5414 |
EDIT:
Here are current upstream power levels if it helps:
| UCID | Freq | Power | Channel Type | Symbol Rate | Modulation | |
| Upstream 1 | 3 | 30.80 MHz | 41.00 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Upstream 2 | 4 | 37.30 MHz | 41.75 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Upstream 3 | 2 | 24.30 MHz | 40.00 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Upstream 4 | 1 | 19.40 MHz | 39.75 dBmV | DOCSIS2.0 (ATDMA) | 2560 kSym/s | 64QAM |
Hello,
From our remote tools the modem appears fine. However, a techs meter can test for more things and see it in real time. If you feel a tech is needed out to your home again to look into this issue. We would glad to assist, please contact us via email at cox.help@cox.com with a link to this tread for assistance.
The issue seemed to be fixed after the second tech's visit, but for three days now, we've been getting really bad disconnects. My wife just experienced eight disconnects within an hour. The second tech said it was due to noise on the line and bypassed the room that was causing the most interference, which helped our connection a lot, but didn't entirely fix the problem. At this point, I assume our apartment would likely need to pay to have new lines put into our building. What needs to be done at this point?
Hi uematsufreak,
I am sorry to hear that you are having ongoing issues with your services. I would like to escalate your issue to our Field Support Team. Please send us an email to cox.help@cox.com with a good contact number. We look forward to hearing from you soon.
I still get a lot of those also. They cause intermittent outages in service. (for up to a few minutes at a time). Although recently I did have a 90 minmue outage , and immediately afterward had better signal.. now it's back to being low again.
Techs have been out multiple times. It's not a problem with the hardware on my side.
Seom sample log messages.
12-15-2017, 18:20:56 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:73:b5:e9;CMTS-MAC=00:38:df:09:39:5d;CM-QOS=1.1;CM-VER=3.1;"
12-14-2017, 19:44:32 Warning(5) "MDD message timeout;CM-MAC=5c:e3:0e:73:b5:e9;CMTS-MAC=00:38:df:09:39:5d;CM-QOS=1.1;CM-VER=3.1;"
12-14-2017, 19:27:7 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:73:b5:e9;CMTS-MAC=00:38:df:09:39:5d;CM-QOS=1.1;CM-VER=3.1;"
12-14-2017, 0:36:25 Warning(5) "MDD message timeout;CM-MAC=5c:e3:0e:73:b5:e9;CMTS-MAC=00:38:df:09:39:5d;CM-QOS=1.1;CM-VER=3.1;"
12-14-2017, 0:36:20 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=5c:e3:0e:73:b5:e9;CMTS-MAC=00:38:df:09:39:5d;CM-QOS=1.1;CM-VER=3.1;"
@d3x0r,
Please send us an email with your full address and a brief description of the issue so we can help resolve this for you.
Thanks,
Allan - Cox Support Forums Moderator.
