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NL84838's avatar
NL84838
New Contributor
3 years ago

Frequent internet disconnects & errors

Hi all,

Within the last couple of weeks I've noticed intermittent internet disconnects that have ramped up in frequency. I've checked most everything I can think of from my end and have replaced near every piece of equipment I've got (which I've been planning on doing anyway) and have had no luck in resolving the issue.

I'm currently using a CM700 modem and have been getting the below errors which become more frequent when a device streams video and will cause interruptions on other devices.

Time Priority Description
Oct 29 2022 19:05:33 Warning (5) Lost MDD Timeout
Oct 29 2022 19:38:05 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Oct 29 2022 19:38:17 Warning (5) Lost MDD Timeout
Oct 29 2022 19:39:03 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Oct 29 2022 19:39:45 Warning (5) Lost MDD Timeout
Oct 29 2022 19:42:02 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Oct 29 2022 19:42:43 Warning (5) Lost MDD Timeout
Oct 29 2022 19:58:24 Critical (3) No Ranging Response received - T3 time-out
Oct 29 2022 19:58:25 Warning (5) Lost MDD Timeout
Oct 29 2022 20:00:54 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Oct 29 2022 20:01:03 Warning (5) Lost MDD Timeout
Oct 29 2022 20:01:16 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Oct 29 2022 20:01:25 Warning (5) Lost MDD Timeout
Oct 29 2022 20:01:53 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Oct 29 2022 20:01:59 Warning (5) Lost MDD Timeout
Oct 29 2022 20:02:16 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Oct 29 2022 20:02:28 Warning (5) Lost MDD Timeout
Oct 29 2022 20:03:39 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Oct 29 2022 20:05:37 Warning (5) Lost MDD Timeout

I've also got the down/up stream channels below, and have noticed that some of the channels have a high amount of UnCorrectables

Downstream Bonded Channels (Partial Service)
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 41 405000000 Hz -7.7 dBmV 39.5 dB 26 10
2 Locked QAM 256 42 411000000 Hz -7.5 dBmV 39.2 dB 45 63
3 Locked QAM 256 43 417000000 Hz -7.4 dBmV 39.5 dB 38 59
4 Locked QAM 256 44 423000000 Hz -7.5 dBmV 39.5 dB 4 0
5 Locked QAM 256 45 429000000 Hz -7.7 dBmV 39.5 dB 10 0
6 Locked QAM 256 46 435000000 Hz -7.2 dBmV 39.5 dB 39 29
7 Locked QAM 256 47 441000000 Hz -7.0 dBmV 39.5 dB 55 28
8 Locked QAM 256 48 447000000 Hz -7.2 dBmV 39.9 dB 2 0
9 Locked QAM 256 1 723000000 Hz -8.2 dBmV 38.6 dB 0 0
10 Locked QAM 256 2 729000000 Hz -8.0 dBmV 33.4 dB 142395 7
11 Locked QAM 256 9 771000000 Hz -7.7 dBmV 38.6 dB 0 0
12 Locked QAM 256 10 777000000 Hz -8.2 dBmV 38.6 dB 16 0
13 Locked QAM 256 11 783000000 Hz -8.0 dBmV 38.6 dB 1144 7106
14 Locked QAM 256 12 789000000 Hz -8.4 dBmV 38.9 dB 0 0
15 Locked QAM 256 13 795000000 Hz -7.7 dBmV 38.9 dB 7 0
16 Locked QAM 256 14 801000000 Hz -8.2 dBmV 38.9 dB 0 0
17 Locked QAM 256 15 807000000 Hz -7.9 dBmV 38.9 dB 0 0
18 Locked QAM 256 16 813000000 Hz -8.0 dBmV 38.6 dB 7 0
19 Locked QAM 256 17 819000000 Hz -7.7 dBmV 38.9 dB 6 0
20 Locked QAM 256 18 825000000 Hz -8.2 dBmV 38.9 dB 0 0
21 Locked QAM 256 19 831000000 Hz -7.7 dBmV 38.6 dB 0 0
22 Locked QAM 256 20 837000000 Hz -8.5 dBmV 38.6 dB 814324 6022823
23 Locked QAM 256 21 843000000 Hz -8.5 dBmV 38.9 dB 165832 1080014
24 Locked QAM 256 22 849000000 Hz -8.7 dBmV 38.6 dB 0 1
25 Locked QAM 256 23 855000000 Hz -8.2 dBmV 38.9 dB 24 0
26 Locked QAM 256 24 861000000 Hz -8.7 dBmV 38.6 dB 0 0
27 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
28 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
29 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
30 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
31 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
32 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 17400000 Hz 42.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 23900000 Hz 44.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 30300000 Hz 44.3 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36700000 Hz 44.3 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

I'd appreciate any ideas or advice, I'm willing to try almost anything, as I'd like to not have to call for a tech to come out if I can avoid it.

Thank you 

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    3 years ago

    You are going to need a tech out. Call tech support, and request a tc. While it sounds like you have done everything, you MAY want to consider getting Cox Complete Care, to ensure that it's not some kind of fitting or something inside the home, and save you a 75$ service charge. 

    • NL84838's avatar
      NL84838
      New Contributor
      3 years ago

      I appreciate the info! I believe I will reach out to the building manager for my apt to see if they can test the connections first and determine if their is break or damage to the cables in the wall before calling out a tech.

      Thank you

      • Darkatt's avatar
        Darkatt
        Honored Contributor
        3 years ago

        No Prob, I used to do this for a living, so - - -.

  • NL84838's avatar
    NL84838
    New Contributor
    3 years ago

    I apologize for the multiple posts, two of them were flagged for spam/abuse and didn't believe they would be placed back into the forum.

  • BrianM's avatar
    BrianM
    Moderator
    3 years ago
    This definitely sounds like something a technician may need to come to the home and investigate, especially since it appears that 4 of the downstream channels are not connecting. Be sure that all connectors are tight on the coaxial cable ends and bypass any possible splitters if you can. If you have and there is no difference, we can help set up a service call for you. Email our team at cox.help@cox.com with your home address and reference this thread. Thanks.

    Brian
    Cox Support Forum Moderator