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FixMyCoxInterne's avatar
FixMyCoxInterne
New Contributor
3 years ago

Constant problems with Cox internet (modem log included)

Hi,

For months, I have had an unstable internet connection. I've chatted and called repeatedly. Techs have been out three times. Often, my internet disconnects at night between 9 and 12. A tech came out, ran a new cable through my attic, and said that there were also dropped packets at the box across the street. Now, I have a charge for $100 on my bill (I'm not paying it), and my internet still occasionally disconnects. Though, it has been better for the last month. 

The logs for my modem are pasted below and show numerous errors, and many, many uncorrected data packets. 

Startup Step Status Comment

  
   Acquire Downstream Channel 951000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational
  
   Configuration File OK ^1/0FCB2815/141/001
  
   Security Enabled BPI+
 

Connection Status    
   System Up Time 31 days 22h:00m:02s  
  
   Network Access

Allowed

 Wed Jul 14 15:59:40 2021    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/... 
 Wed Jul 14 15:59:41 2021    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC ... 
 Wed Jul 14 15:59:44 2021    Warning (5)   MDD message timeout;CM-MAC=00:40:36:40:a8:e9;CMTS-MAC=70:01:... 
 Wed Jul 14 16:00:47 2021    Warning (5)   Dynamic Range Window violation 
 Thu Jul 15 08:53:22 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Thu Jul 15 11:26:40 2021    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC ... 
 Thu Jul 15 11:26:43 2021    Warning (5)   MDD message timeout;CM-MAC=00:40:36:40:a8:e9;CMTS-MAC=70:01:... 
 Thu Jul 15 11:41:11 2021    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC ... 
 Thu Jul 15 11:41:16 2021    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/... 
 Thu Jul 15 11:41:16 2021    Warning (5)   MDD message timeout;CM-MAC=00:40:36:40:a8:e9;CMTS-MAC=70:01:... 
 Thu Jul 15 11:42:02 2021    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/... 
 Thu Jul 15 11:43:15 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Thu Jul 15 11:43:28 2021    Notice (6)   Honoring MDD; IP provisioning mode = IPv4 
 Thu Jul 15 11:43:20 2021    Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MA... 
 Thu Jul 15 11:43:21 2021    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=00:40:36:40:a8:e9;CMTS-MAC=... 
 Mon Jul 19 08:37:55 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jul 19 09:57:15 2021    Error (4)   DHCP RENEW WARNING - Field invalid in response v4 option;CM-... 
 Fri Jul 23 02:11:31 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Fri Jul 23 05:49:15 2021    Error (4)   DHCP RENEW WARNING - Field invalid in response v4 option;CM-... 
 Sat Jul 24 17:18:04 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Sat Jul 24 17:18:07 2021    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Jul 24 17:19:12 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Jul 24 17:34:49 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Sat Jul 24 17:34:51 2021    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Jul 24 17:35:56 2021    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Mon Jul 26 11:13:22 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jul 26 11:14:02 2021    Error (4)   DHCP RENEW WARNING - Field invalid in response v4 option;CM-... 
 Wed Jul 28 14:27:36 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Wed Jul 28 15:28:21 2021    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC ... 
 Thu Jul 29 14:28:51 2021    Error (4)   DHCP RENEW WARNING - Field invalid in response v4 option;CM-... 
 Sun Aug 01 20:01:29 2021    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Thu Aug 12 11:09:24 2021    Error (4)   DHCP RENEW WARNING - Field invalid in response v4 option;CM-...

 Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 29 951.0 5.8 38.7 31660 7869
2 Locked QAM256 17 879.0 7.1 39.5 181547 28787
3 Locked QAM256 18 885.0 8.4 39.3 216083 13665
4 Locked QAM256 19 891.0 8.1 38.6 242366 10601
5 Locked QAM256 20 897.0 7.1 38.2 297507 11075
6 Locked QAM256 21 903.0 5.7 37.7 356340 31774
7 Locked QAM256 22 909.0 4.9 37.4 304391 26279
8 Locked QAM256 23 915.0 5.1 37.9 82103 9527
9 Locked QAM256 24 921.0 4.8 37.9 70574 11063
10 Locked QAM256 25 927.0 5.0 38.0 58771 9671
11 Locked QAM256 26 933.0 5.8 38.7 57990 20261
12 Locked QAM256 27 939.0 5.9 38.7 39185 8843
13 Locked QAM256 28 945.0 5.9 38.6 31130 8900
14 Locked QAM256 30 957.0 4.8 38.2 35235 8918
15 Locked QAM256 31 963.0 4.4 38.1 29350 7469
16 Locked QAM256 32 969.0 3.7 37.8 19420 6159
Total             2053652 220861

   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 1 5120 36.8 43.5
2 Locked ATDMA 2 5120 30.4 42.0
3 Locked ATDMA 3 5120 24.0 42.0
4 Locked ATDMA 4 5120 17.6 42.0

2 Replies

  • Hi FixMyCoxInternet. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at @CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Lisa, Cox Support Forums Moderator
  • bearone2's avatar
    bearone2
    Contributor III

    you didn't mention so i'll ask, your modem or cox equipment??