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jozefaz's avatar
jozefaz
New Contributor
5 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;" ...
jozefaz's avatar
jozefaz
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
Dave9
Contributor III
5 years ago

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.