Forum Discussion

NfactorReloaded's avatar
NfactorReloaded
New Contributor
2 years ago

Cox internet connection dropping consistently for the past few weeks

For the past few weeks since about mid July 2023, I've been getting dropped connections with my Cox internet (Gigablast 1000/35).

I have a Motorola MB8611 Modem. I've read on Reddit that this modem has some bad firmware issues with other ISP's like Verizon XFinity, Comcast and Spectrum.

my firmware on my MB8611 is:

8611-19.2.18

Here's my connection readout from the modem currently:

 Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 21 903.0 13.5 34.3 63568059 63686436
   2 Locked QAM256 1 783.0 15.8 37.1 57006963 82479391
   3 Locked QAM256 2 789.0 15.6 25.6 59484388 90351874
   4 Locked QAM256 3 795.0 15.5 35.0 70007424 131215075
   5 Locked QAM256 4 801.0 15.9 33.2 69447058 170415738
   6 Locked QAM256 5 807.0 15.4 29.0 73268394 167643519
   7 Locked QAM256 6 813.0 15.1 29.5 80697322 196236563
   8 Locked QAM256 7 819.0 15.3 38.0 76475029 188987292
   9 Locked QAM256 8 825.0 15.1 27.6 78697692 197739769
   10 Locked QAM256 9 831.0 15.3 27.0 70124865 189206657
   11 Locked QAM256 10 837.0 15.5 37.5 65046211 148840756
   12 Locked QAM256 11 843.0 14.8 29.9 76168827 191516262
   13 Locked QAM256 12 849.0 13.5 36.4 82982527 208408779
   14 Locked QAM256 13 855.0 13.1 32.6 83170367 203446266
   15 Locked QAM256 14 861.0 12.8 33.7 76194117 190829882
   16 Locked QAM256 15 867.0 12.0 30.4 79906743 189468417
   17 Locked QAM256 16 873.0 11.5 36.4 105763908 245848926
   18 Locked QAM256 17 879.0 11.7 28.8 86142491 201576364
   19 Locked QAM256 18 885.0 12.0 35.3 79977188 176029101
   20 Locked QAM256 19 891.0 11.5 30.2 74702643 143132606
   21 Locked QAM256 20 897.0 12.3 32.8 73843867 90912105
   22 Locked QAM256 22 909.0 14.2 37.5 58848659 54601544
   23 Locked QAM256 23 915.0 14.7 34.5 57210607 46515683
   24 Locked QAM256 24 921.0 14.9 32.3 52228510 39945613
   25 Locked QAM256 25 927.0 13.6 37.8 43542521 15595497
   26 Locked QAM256 26 933.0 12.7 37.2 121873291 131103453
   27 Locked QAM256 27 939.0 11.6 29.3 131240897 179339479
   28 Locked QAM256 28 945.0 10.9 29.4 132665363 274532822
   29 Locked QAM256 29 951.0 9.7 31.0 134482030 262734463
   30 Locked QAM256 30 957.0 8.7 30.5 140847215 272847223
   31 Locked QAM256 31 963.0 8.6 28.4 154937215 365349411
   32 Locked QAM256 32 969.0 9.1 27.5 136145106 300353912
   33 Locked OFDM PLC 159 300.0 15.9 35.1 -1831194459 46499114
Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 17.7 48.3
   2 Locked SC-QAM 2 5120 24.1 48.3
   3 Locked SC-QAM 3 5120 30.5 48.8
   4 Locked SC-QAM 4 5120 36.9 48.8
   5 Locked SC-QAM 6 2560 12.9 49.5

I know the SNR and Pwr downstream is high, and the uncorrectables are ridiculously high too. I checked with some other people about these readings.

Event Log  
  
    Time    Priority    Description 
    03:36:59
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:37:05
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:37:11
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:37:14
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 1; Chan ID: 28 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:37:18
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:37:33
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:37:36
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 1; Chan ID: 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:37:37
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:37:47
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:37:55
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:37:59
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:38:55
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:38:59
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:39:13
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:39:15
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 3 5 6 11 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:39:25
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:39:34
Fri Aug 18 2023		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:39:53
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:39:54
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-
    03:40:02
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:40:27
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:40:32
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:40:37
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:40:37
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 1; Chan ID: 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:40:40
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1
    03:40:48
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:40:58
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:41:01
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C
    03:41:09
Fri Aug 18 2023		   Warning (5)   MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:41:10
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 1; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 14 15 17 18 19 20 28 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1;
    03:41:11
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-V
    03:41:18
Fri Aug 18 2023		   Notice (6)   CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;

These Type 1 and 4 Codes are constant throughout the day or night, even after rebooting the modem and checking that the coax connections are snug from the wall plate to the modem.

Back in June I had a Arris S33 v2 that would constantly reboot all the time, but the signal strength and Hz's levels were good, checked it on cloudflare's Data checker for a speedtest and everything was great, no packet loss, very low jitter and was getting the overprovisioned 1200Mpbs downstream when I direct connected it to my 2.5Gbps Ethernet nic on my PC.

I had to ditch that S33 Modem though because of constant rebooting it was doing.

The questions I see alot is to check if a splitter is giving noise at the line coming into my home, but like I say just a month or more ago I wasn't having these problems. Are there any Cox's tech's here that can help me figure out if this a modem software issue or is this a Cox external issue from the pole to my home. It's really driving me crazy.

Also is any of this due to the mid-split coming to Phoenix,AZ (where I live) I heard on dslreports.com that Cox is rolling out 100mpbs upstream to Gigablast customers. So yeah I have alot of questions and issues here, and I need some tech help to sort this out.

cable modem
connection issues
internet
  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    2 years ago

    Are you going through a amplifier? Your signal levels are high for some channels but really low SNR. Do you live in a apartment? Also, just because it wasn't happening a month ago, doesn't mean it's NOT a inside wiring issue. Things break.

    • Darkatt's avatar
      Darkatt
      Honored Contributor
      2 years ago

      It's a Zoom, they cannot handle signals that are hot or long, Arris can. 

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        2 years ago

        Is there any technical reason why? Doesn't DOCSIS have to work the same for all devices approved for the standard? What's missing on the Zoom?

    • NfactorReloaded's avatar
      NfactorReloaded
      New Contributor
      2 years ago

      I live in a house. How do you actually check to see if it's an amplifier issue? I have a gray box on the side of my home that I believe is the "communications" or coax lines coming into my house from the pole in my alley for the internet,phone etc. But the gray box has a small lock on it, that I'm assuming is there from cox themselves if they ever need to check it.  

      • NfactorReloaded's avatar
        NfactorReloaded
        New Contributor
        2 years ago

        Just another example too, I was having connection drops this morning til about noon (8/19/23) I checked Cox's outage map on their website, saw there was actual outage about block or 2 over from me (on there map) affecting about 1-50 customers till about 12:30pm my time, then in less then 5 mins after I was just watching the map screen, I had to refresh my browser since another connection drop, BOOM outage no longer there. But about 15 mins later, connection drops for the next 3-5 hours. Visit the cox outage map and no reported outages anymore from them in my area even though the drops persisted.

        Also to Darkatt, I read about all the 2.5Gbps modems out there for DOCSIS 3.1 and the whole OFDMA upstream bonded channel issues on Cox. Between Netgear, Motorola and Arris it sounds like they're all garbage tier. I had a new Arris S33v2 before the Motorola SB8611 I have now. That Arris S33v2 has overheating issues and bad firmware from alot of users on Reddit and Amazon customer reviews. Granted I didn't know this before I bought it (my bad on that one)

        Before I switched to Gigablast back in early June, I was using a Arris SB8200 I got back in August 2020, when I switched to Cox's 500/20 plan. Ever since upgrading to Gigablast, the service is just unreliable, and the 2.5Gbps modem's along with their software has been just trash.

        The Arris S33v2 and this Motorola SB8611 have only given me the full bandwidth I'm paying for when direct connecting to my PC. The full overprovisioned 1200 downstream and 35 upstream. Problem is the modem will eventually disconnect and drop after a few hours use. Then it's back to reseting and reboot in the hopes of a stable constant connection.