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jasonb113083's avatar
jasonb113083
New Contributor
7 years ago

Constant issues with service

Came here today and noticed all of people posting about the same issues I am having. I have been having these issues since I moved into my house 4 years ago. I go through the run around with support, get told it is my equipment, get a tech to come out just to be told it is an issue in my neighborhood and it will be turned over to be worked on int the next 24-48 hours. I've never heard back on if anything was ever done. Typically the service works okay for a few days and then surprise surprise, it is back again. This has gone on multiple times a year for the last four years, there used to be posts on here before they changed up their forum. Anyway, I had another occurrence of this a couple weeks ago. I went through support again, got told it was my modem and I would be charged if a tech came out and found no issues. I finally got the tech out and walked around with him while he ran some tests. His equipment showed that there was no problem and I had gigabit speed to my house, yet when I put the modem back on and connect directly as soon as I put a load on it, using speedof.me, the connection dropped considerably. After a few minutes of back and forth with him he finally called a supervisor or network technician about it and happened to leave his phone on speaker while talking in front of me. Well while discussing the issues I was seeing the guy on the phone stated was talking about a "high noise floor" or something like that and stated "Yeah, there is an issue outside his home. That node is notoriously bad and there are always problems there". I was pretty surprised to hear that type of blunt honesty. Anyway, i was told again that a ticket was being put in with the outside plant guys and they would be out in 24-48 hours to resolve the issue. Well here we are 2 weeks later and still having the same issues, inconsistent speeds, horrible upload/download, tons of errors shown in the modem, etc.. My question is, if you know there is an issue, and has been for some time, in this neighborhood... why the hell do you not do something to fix it?

Currently have the 150M plan. I have my server set to run speedtests and record every hour, here are a few of the results.

2018-08-19 10:00 Sun -- -- -- 0 Mbit/s 0 Mbit/s
2018-08-19 06:00 Sun Cable One, Inc. (Duncan, OK) 117.92 km 32.147 ms 10.33 Mbit/s 10.2 Mbit/s www.speedtest.net/.../7564170768.png
2018-08-19 08:00 Sun Sprint (Enid, OK) 101.67 km 35.274 ms 10.78 Mbit/s 4.63 Mbit/s www.speedtest.net/.../7564366158.png
2018-08-20 02:00 Mon Sprint (Enid, OK) 101.67 km 82.381 ms 11.79 Mbit/s 11.49 Mbit/s www.speedtest.net/.../7566077761.png
2018-08-30 14:00 Thu Cox - Oklahoma City (Oklahoma City, OK) 7.44 km 26.353 ms 24.52 Mbit/s 11.36 Mbit/s www.speedtest.net/.../7594918704.png
2018-08-29 04:00 Wed Cox - Oklahoma City (Oklahoma City, OK) 7.44 km 20.562 ms 42.03 Mbit/s 11.37 Mbit/s www.speedtest.net/.../7590518929.png
2018-08-20 04:00 Mon Sprint (Enid, OK) 101.67 km 35.665 ms 50.11 Mbit/s 9.02 Mbit/s www.speedtest.net/.../7566293007.png
2018-08-20 00:00 Mon Cox - Oklahoma City (Oklahoma City, OK) 7.44 km 24.079 ms 71.54 Mbit/s 2.26 Mbit/s www.speedtest.net/.../7565898651.png
2018-08-21 00:00 Tue Sprint (Enid, OK) 101.67 km 26.586 ms 82.87 Mbit/s 10.06 Mbit/s www.speedtest.net/.../7568676141.png
2018-08-30 22:00 Thu Cox - Oklahoma City (Oklahoma City, OK) 7.44 km 20.263 ms 84.46 Mbit/s 11.42 Mbit/s www.speedtest.net/.../7595757434.png
2018-08-20 12:00 Mon OneNet (Oklahoma City, OK) 0.00 km 30.538 ms 87.89 Mbit/s 11.51 Mbit/s www.speedtest.net/.../7567391711.png
2018-08-29 18:00 Wed Cox - Oklahoma City (Oklahoma City, OK) 7.44 km 27.578 ms 92.63 Mbit/s 11.51 Mbit/s www.speedtest.net/.../7592490305.png
2018-08-20 03:00 Mon Cox - Oklahoma City (Oklahoma City, OK) 7.44 km 77.107 ms 94.6 Mbit/s 11.22 Mbit/s www.speedtest.net/.../7566183801.png
2018-08-24 16:00 Fri Cox - Oklahoma City (Oklahoma City, OK) 7.44 km 25.65 ms 95.35 Mbit/s 11.42 Mbit/s www.speedtest.net/.../7578997771.png



Modem Connection Page

<tabindex=-1>Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 33 357000000 Hz 4.9 dBmV 40.2 dB 1409501 7924
2 Locked QAM256 1 783000000 Hz -0.6 dBmV 37.3 dB 124855 436838
3 Locked QAM256 2 789000000 Hz -0.5 dBmV 37.5 dB 21720 30836
4 Locked QAM256 3 795000000 Hz -0.6 dBmV 37.4 dB 92432 1336
5 Locked QAM256 4 801000000 Hz -0.8 dBmV 37.3 dB 285207 1448
6 Locked QAM256 5 807000000 Hz -1.1 dBmV 37.2 dB 35622238 454556
7 Locked QAM256 6 813000000 Hz -1.2 dBmV 37.2 dB 79388312 5927285
8 Locked QAM256 7 819000000 Hz -1.2 dBmV 37.3 dB 94038530 26208446
9 Locked QAM256 8 825000000 Hz -1.2 dBmV 37.2 dB 8468686 837124
10 Locked QAM256 17 879000000 Hz -2.3 dBmV 36.5 dB 40740442 5200488
11 Locked QAM256 18 885000000 Hz -2.4 dBmV 36.5 dB 75726361 1873565
12 Locked QAM256 19 891000000 Hz -2.1 dBmV 36.6 dB 36704556 2896360
13 Locked QAM256 20 897000000 Hz -2.2 dBmV 36.6 dB 45530969 2251178
14 Locked QAM256 21 903000000 Hz -2.4 dBmV 36.3 dB 33446462 6444913
15 Locked QAM256 22 909000000 Hz -2.4 dBmV 36.1 dB 35274067 3610577
16 Locked QAM256 23 915000000 Hz -2.2 dBmV 36.2 dB 41681671 6443765
17 Locked QAM256 24 921000000 Hz -3.0 dBmV 35.4 dB 73395 12616
18 Locked QAM256 34 363000000 Hz 3.9 dBmV 40.8 dB 0 0
19 Locked QAM256 35 369000000 Hz 4.0 dBmV 41.4 dB 0 0
20 Locked QAM256 36 375000000 Hz 3.9 dBmV 40.9 dB 0 0
21 Locked QAM256 37 381000000 Hz 3.8 dBmV 40.8 dB 0 0
22 Locked QAM256 38 387000000 Hz 3.8 dBmV 40.8 dB 0 0
23 Locked QAM256 39 393000000 Hz 3.8 dBmV 40.9 dB 0 0
24 Locked QAM256 40 399000000 Hz 3.6 dBmV 40.8 dB 0 0
 
<tabindex=-1>Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 Ksym/sec 19400000 Hz 47.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 24300000 Hz 48.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 30800000 Hz 47.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 37300000 Hz 48.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Modem Event Log

Time Priority Description
2018-08-31, 11:42:32 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:47:30 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:46:41 Notice (6) TLV-11 - unrecognized OID;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:46:40 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:46:35 Notice (6) Honoring MDD; IP provisioning mode = IPv4
2018-08-31, 10:46:25 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-08-31, 10:45:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-08-31, 10:45:27 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:45:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:45:07 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:45:07 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:44:47 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:44:47 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:44:27 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:44:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:43:30 Warning (5) MDD message timeout;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-31, 10:43:29 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 08:57:58 Warning (5) MDD message timeout;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:51:09 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:50:25 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:50:20 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:50:20 Warning (5) ToD request sent - No Response received;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:50:20 Notice (6) TLV-11 - unrecognized OID;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:50:14 Notice (6) Honoring MDD; IP provisioning mode = IPv4
2018-08-30, 03:50:03 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.0;CM-VER=3.0;
2018-08-30, 03:49:17 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-08-30, 03:49:14 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-08-30, 03:49:13 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-08-30, 03:49:13 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-08-30, 03:49:12 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-08-30, 03:09:25 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-08-30, 03:09:24 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:09:24 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:09:04 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:09:04 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:08:44 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:08:44 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:08:24 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:08:24 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
2018-08-30, 03:07:27 Warning (5) MDD message timeout;CM-MAC=2c:30:33:87:ca:18;CMTS-MAC=00:27:90:0c:a0:ec;CM-QOS=1.1;CM-VER=3.0;
  • DavidA2's avatar
    DavidA2
    Former Moderator
    7 years ago
    I hate to see that your speeds are so low consistently. I would like to research this more in depth since you stated that our field technician had escalated this. Can you please send an email to cox.help@cox.com and reference this forum post?

    David
    Cox Support Forums Moderator