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naraisan's avatar
naraisan
New Contributor
7 years ago

Frequently dropping internet - SYNC Timing Synchronization failure, RCS Partial Service, No Ranging Response received | Internet Problems

For the past 2 weeks the internet in my household has been frequently cutting out. 
Sometimes it will disconnect every hour or two, other times it will disconnect multiple times in the span of 30 minutes.
Even when I hardwire my ethernet cable to the modem the issues persist as usual.
The technician on the phone said that everything seems to be normal from their side, and the technician that came out to check out the problem also said that he didn't see any issues.
I have been using the service with minimal issues for about 6 months, but the past 2 weeks have been awful. Even though I disconnect 20+ times a day, the internet speeds seem to be normal (I have frequently run speedtests) while the internet is functioning.

Through troubleshooting, calls with technicians, and a visit with the technician, it is guaranteed that the problem is limited to:
1. Modem
2. Wiring
3. Cox

I went to 192.168.100.1 to get more information about the modem (Arris SB6190) and saw this:

TimePriorityDescription
Fri Jan 12 02:16:03 2018 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 02:54:13 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 03:40:14 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 04:06:33 2018 3 No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 05:09:15 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 06:54:54 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 07:09:13 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 07:28:35 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 07:54:15 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 09:35:20 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 09:39:12 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:22:43 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:22:43 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:22:44 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:24:13 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 11:43:40 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 12:09:11 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 14:10:16 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 14:24:18 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 12 15:14:59 2018 5 RCS Partial Service;CM-MAC=5c:e3:0e:3b:71:e1;CMTS-MAC=00:59:dc:79:8d:cb;CM-QOS=1.1;CM-VER=3.0;

I would really like some help as to how to fix the problem, I require a stable internet connection for work and I have resorted to using a hotspot from my phone just to have consistent internet!

12 Replies

  • I have had 3 days this entire billing cycle of internet service that's even close to what I pay for. So if you broke down the amount I pay by the days in this billing cycle then multiply that by 3 days of service my bill should be $ 8 . how about all of the customers in this area just pay tor the days we receive the service we requested.? 

    Would COX get on the ball to provide service to the customers or would they say "  'Eh, you agreed to our service that says "upto" so your screwed and we here at COX couldn't care less... Just pay us what we think you should pay and we might sometimes give you services like we promised in the beginning.

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Ultimate Speed User in OKC

    It may be time to see about having a technician come out and troubleshoot further. Feel free to email us at cox.help@cox.com if you require assistance setting this up.