Forum Discussion

jozefaz's avatar
New Contributor
4 years ago

Cox refusing to send a 2nd technician after the first did an incomplete investigation for packet loss and line noise.

Modem = SB8200

Errors in the logs(over and over):

05/10/2020 23:01 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=90:65;CMTS-MAC=004;CM-QOS=1.1;CM-VER=3.1;"
05/10/2020 22:48 2436694061 5 "Dynamic Range Window violation"
05/10/2020 22:48 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=9;CMTS-MAC=00;CM-QOS=1.1;CM-VER=3.1;"
05/10/2020 22:48 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=9065;CMTS-MAC=04;CM-QOS=1.1;CM-VER=3.1;"
05/10/2020 22:48 73040100 6 "TLV-11 - unrecognized OID;CM-MAC=90CMTS-MAC=00;CM-QOS=1.1;CM-VER=3.1;"
05/10/2020 02:37 2436694062 5 "Unicast DSID PSN startup error"

01:35:04 AM [Customer] troubleshoot packet drops with cox internet.

****bot basic troubleshooting cut for length*****
Did this resolve your issue? [Yes] [No]

01:35:40 AM [Customer] No
01:35:40 AM [Bot]

I'm connecting you with a live tech support agent.

[Chat Now]
01:35:49 AM [Alice H.]

Hi! My name is Alice H. and I'm happy to help you.

01:35:58 AM [Customer] Hi Alice
01:36:54 AM [Alice H.]

Hi there! How are you?

01:37:20 AM [Customer] Our internet in randomly dropping packets, and i'm showing errors in our cable modem event logs. I had a tech dispatched a few weeks ago for the same issue and it was never resolved.
01:39:00 AM [Alice H.]

I am sorry to hear you are having issues with the internet service. In this case, what we could do is to send a refresh signal. If it does not work, we could schedule a tech supervisor to fix your service.

01:40:06 AM [Customer] I've done to modem refresh before as well as power cycle the modem and router, its persisted for weeks and is getting worse, id like a tech sent and possibly evaluate replacing the coax from the street up to my house.
01:40:31 AM [Customer] i took the modem all the way out to the side of my wall and hooked it up to the coax coming out of the ground and had the same issues.
01:41:05 AM [Customer] a secondary effect is reduced speeds. even hard wired into the modem i can only get xxx-xxx Mbps using your cox speed test tool.
01:42:00 AM [Alice H.]

Thanks for the information.

01:42:30 AM [Alice H.]

Well, we first need to send the refresh signal, then, we could schedule the visit for you.

01:42:49 AM [Alice H.]

Could you please let me know your full name?

01:42:50 AM [Customer] ok
01:42:57 AM [Customer] Joseph
01:43:29 AM [Alice H.]

Thank you, Joseph.

01:44:12 AM [Alice H.]

Could you please tell me if you have an external router connected to the modem?

01:44:23 AM [Customer] Yes
01:45:24 AM [Alice H.]

Thank you.

01:48:09 AM [Alice H.]

I just sent the signal to your box. Please let me know if it started to reboot

01:49:46 AM [Customer] reboot finished
01:49:58 AM [Customer] modem event log shows the same error after reboot
01:50:27 AM [Customer] "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM
01:50:32 AM [Customer] "Dynamic Range Window violation"
01:51:14 AM [Alice H.]

Thank you so much for the information.

01:52:43 AM [Alice H.]

It seems the issue is related with the settings of your modem. I just checked the signals from here and they are okay.

01:52:49 AM [Alice H.]

For additional help, you might need to speak to your equipment manufacturer. I can check for the phone number if you'd like.

01:53:03 AM [Customer] can you elaborate on the settings?
01:55:02 AM [Alice H.]

I am sorry, as your modem is a third party one, we are not able to support it. Because of that, we need you to contact the manufacturer to check the settings. 

01:56:04 AM [Customer] Well that's the thing, the modem doesn't have configurable settings. So how could they help?.
01:56:32 AM [Customer] I have researched those error messages in the logs and they all translate to noise in the line.
01:57:19 AM [Customer] i took the modem outside my house and connected it direct to the coax coming our of the ground and get the same results. Errors in the log that mean noise in the line.
01:58:10 AM [Customer] Signal levels for both up-steam and downstream are in range, however about every 90 seconds or so, the modem looses lock/sync for about 1-5 seconds and i lose total connectivity for the 5 seconds.
01:58:45 AM [Customer] Now i don't own the cable in the ground going to the street
01:58:59 AM [Customer] when the last tech arrived he only tested from the node in the street
01:59:17 AM [Alice H.]

They should be able to change the setting of your modem. It works with a operating system like all modems. And your modem is getting the signals and the signals are okay, Joseph. In this case, you need to contact the manufacturer.

01:59:31 AM [Customer] i want a tech out here, to test from the cable on the side of my house to the street to eliminate the possibility of the lien, in the ground, from my house to the node, as being the culprit
02:00:04 AM [Customer] i can send you screenshots as attachments of the modem event page, nothing is configurable
02:02:03 AM [Customer] I just lost connection to the chat for about 10 seconds their due to packet loss.
02:03:29 AM [Alice H.]

I am sorry, we are not able to receive pictures. Joseph, right now, I can see that the signals are okay and your modem is getting them. Here is what we can do, you could contact your manufacturer to check your modem due to it is a third party one and only your manufacturer can support it. Also, you already have a tech visit, and it added to the fact that the signals are okay, will not allow us to schedule a visit. Once you contact your manufacturer, if the issue is not resolved, we can escalate the case. I am going to send the notes in your account if you contact us back after contact your manufacturer

02:05:05 AM [Customer] Your prior tech did not test the line in question, only the node. He did not full-fill the prior call completely or correctly.
02:05:48 AM [Customer] Are you refusing to send a technician to test the cable in the ground from the side of my house to the node for noise?
02:05:57 AM [Alice H.]

I am going to left it on the notes as well.

02:06:06 AM [Customer] Are you refusing to send a technician to test the cable in the ground from the side of my house to the node for noise?
02:06:59 AM [Alice H.]

I am not refusing send you a technician. You need to contact your manufacturer first because the system will not allow you to schedule another tech visit because the signals are okay and the modem should be working

02:07:23 AM [Customer] Escalate me to a supervisor then.
02:09:30 AM [Alice H.]

In this case, you can contact us over the phone tomorrow morning to 1-xxx-xxx-xxxx. However, the most probable thing is that they will tell you the same. 

02:10:05 AM [Alice H.]

I just provided the options you have in this case, If there is anything else I can do for you, please let me know, I will be glad to help you out.

02:12:26 AM [Customer] Ill call the MFG, they will decipher what i have already told you ; that their is noise on the line (which has nothing to do with power levels) and that its the ISP responsibility to fix. Furthermore you or not listening to me that the prior tech sent did not properly test all of Cox's side equipment, which included the cabling in the ground. This is highly unprofessional to give me the run-around using the 3rd party modem as an excuse to push the problem off on the customer.
02:14:26 AM [Alice H.]

I completely understand, however, at this moment the system will not allow us to schedule the tech visit. Because of that you need to contact the manufacturer first. I already left the notes, so, If there is anything else I can do for you, please let me know, I will be glad to help you out.

3 Replies

  • jozefaz's avatar
    New Contributor

    These are the signal stats after reboot. Before they reboot, each channel had thousands of "uncorrectables".

    The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

    Startup Procedure
    Procedure Status Comment
    Acquire Downstream Channel 843000000 Hz Locked
    Connectivity State OK Operational
    Boot State OK Operational
    Configuration File OK
    Security Enabled BPI+
    DOCSIS Network Access Enabled Allowed

    Downstream Bonded Channels
    Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
    11 Locked QAM256 843000000 Hz 0.8 dBmV 40.7 dB 0 0
    1 Locked QAM256 783000000 Hz 1.9 dBmV 41.2 dB 0 0
    2 Locked QAM256 789000000 Hz 1.9 dBmV 41.3 dB 0 0
    3 Locked QAM256 795000000 Hz 2.2 dBmV 41.7 dB 0 0
    4 Locked QAM256 801000000 Hz 2.1 dBmV 41.4 dB 0 0
    9 Locked QAM256 831000000 Hz 1.0 dBmV 40.9 dB 0 0
    10 Locked QAM256 837000000 Hz 1.1 dBmV 41.0 dB 0 0
    12 Locked QAM256 849000000 Hz 0.6 dBmV 40.7 dB 0 0
    17 Locked QAM256 879000000 Hz 0.0 dBmV 40.3 dB 0 0
    18 Locked QAM256 885000000 Hz -0.1 dBmV 40.3 dB 0 0
    19 Locked QAM256 891000000 Hz -0.3 dBmV 40.0 dB 0 0
    20 Locked QAM256 897000000 Hz -0.3 dBmV 39.9 dB 0 0
    21 Locked QAM256 903000000 Hz 0.1 dBmV 40.1 dB 0 0
    22 Locked QAM256 909000000 Hz 0.0 dBmV 39.9 dB 0 0
    25 Locked QAM256 927000000 Hz 0.1 dBmV 40.0 dB 0 0
    26 Locked QAM256 933000000 Hz -0.1 dBmV 39.9 dB 0 0
    27 Locked QAM256 939000000 Hz -0.1 dBmV 39.8 dB 0 0
    28 Locked QAM256 945000000 Hz 0.3 dBmV 39.9 dB 0 0
    29 Locked QAM256 951000000 Hz 0.6 dBmV 40.1 dB 0 0
    30 Locked QAM256 957000000 Hz 0.3 dBmV 39.9 dB 0 0
    33 Locked QAM256 357000000 Hz 0.4 dBmV 41.7 dB 0 0
    34 Locked QAM256 363000000 Hz 0.4 dBmV 41.8 dB 0 0
    35 Locked QAM256 369000000 Hz 0.5 dBmV 41.8 dB 0 0
    36 Locked QAM256 375000000 Hz 0.7 dBmV 42.0 dB 0 0
    37 Locked QAM256 381000000 Hz 0.7 dBmV 41.9 dB 0 0
    38 Locked QAM256 387000000 Hz 0.7 dBmV 41.9 dB 0 0
    41 Locked QAM256 405000000 Hz 0.7 dBmV 41.8 dB 0 0
    42 Locked QAM256 411000000 Hz 0.8 dBmV 41.9 dB 0 0
    43 Locked QAM256 417000000 Hz 0.8 dBmV 42.0 dB 0 0
    44 Locked QAM256 423000000 Hz 0.8 dBmV 41.9 dB 0 0
    45 Locked QAM256 429000000 Hz 0.8 dBmV 41.9 dB 0 0
    46 Locked QAM256 435000000 Hz 1.1 dBmV 41.9 dB 0 0
    159 Locked Other 300000000 Hz 3.2 dBmV 42.8 dB 331357921 0

    Upstream Bonded Channels
    Channel Channel ID Lock Status US Channel Type Frequency Width Power
    1 4 Locked SC-QAM Upstream 36300000 Hz 6400000 Hz 37.0 dBmV
    2 1 Locked SC-QAM Upstream 16900000 Hz 6400000 Hz 35.0 dBmV
    3 2 Locked SC-QAM Upstream 23500000 Hz 6400000 Hz 36.0 dBmV
    4 3 Locked SC-QAM Upstream 29900000 Hz 6400000 Hz 37.0 dBmV

    • Dave9's avatar
      Contributor III

      Don't bother with the chat support when facing complex issues. I have tried to use them as well and they explained to me that they have very limited access to what they can see about your modem. They can basically only see a red light/green light type of system related to the signal levels. They can't see event logs and probably wouldn't understand the event logs if they could see them. That means they can't identify intermittent issues with noise ingress, etc. They also don't always have very much knowledge about how cable modem infrastructure works; I had one of them tell me that upstream power levels are related to how many streaming devices I have connected on Wi-Fi, then the agent disconnected the chat when I pointed out that wasn't correct.

      It's worth the time to call and wait on hold so you can speak to someone that has more knowledge and more access to your modem.

  • jozefaz's avatar
    New Contributor

    Also - im paying for Gigablast and im only getting 1/5th of what i pay for! Here are my results: