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Heimdall's avatar
Heimdall
New Contributor II
2 years ago

Getting "US profile assignment change" constantly causing random disconnects.

I'm not sure what else to do at this point. Sorry about long rambling post.

Location: South San Diego

Install setup: Straight drop from the pole to the property and a grounding block. From there, about 10ft run straight into the modem. No splitters.

For the past couple of months (maybe longer), I had been losing my internet connection intermittently, it could last anywhere from 15 seconds to a minute or two. During the day, it's enough to kick me off my work's VPN, in the evening, it's enough to kick me out of any online gaming sessions. It appears to be worse in the evening.

Over time, it's gotten worse and worse with the back and forth with Cox CS which proceeded to always blame my Modem (Netgear CM1100) AND somehow router (Asus RT-AC68U) because their "test signal" looks PERFECT. Which isn't the issue, Signals have looked good with minimal to no packet loss. It's the QUALITY of service that is the issue.

I got fed up and bought a new modem (Arris S33) AND a new router (RT-AX86U Pro) because I did not want to give Cox an "excuse" and voila, what do you know, same problem. I changed out to a new RG6 cable to the grounding block, even bought a new 3ghz grounding block myself. NOTHING. 

Then, after spending several hundred dollars, did Cox finally agree to send a tech out. The tech dropped NEW line from the pole, redid the wiring etc etc, all new wires and he noticed that there was "noise" in the line. Ingress so he called it and while we were chatting, it went back to normal, perfect and he said would you look at that, all good. While I was explaining to him the numbers went back to showing a noise. He was plugged straight into the grounding block outside so could not have been my lines/property. So the tech placed a ticket to have looked at. 

Supposedly the ingress was coming from a house on our street, the following day Cox left a notice on my door that they located the issue and resolved it.

Well guess what, I'm getting EVEN MORE US profile assignment change in my logs, and intermittent drops of service. So I called and spoke to tier 2, who again, for whatever reason, scheduled another tech visit. The tech came and I told him that a tech had come prior and already changed all the lines. He did his tests and said that the signal everything looks good, no packet loss or anything, but he also got some error on the Up Stream and sent it to his manager. He told me they are going to monitor the line, however they do that and see what is going on. 

The problem just seems to be getting worse and worse. I've gone from a few profile changes a day to pretty much every 30 minutes to an hour. I'm at a loss. 

The real problem is my WORK. I cannot and should not have to worry about if my VPN is going to disconnect any minute now. It won't disconnect at every change of profile but will 3-4 times during work day and more so at night. 

So I'm reaching out here to see if anyone has experienced this and what the solution was? I don't even know why I'm bothering as they laid down fiber on our street recently and I have access to fiber service from another company but we have been with COX for almost 18 years so I want to give them a chance.

Ideas?

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
21 Locked QAM256 855000000 Hz 5 dBmV 43 dB 0 0
5 Locked QAM256 759000000 Hz 6 dBmV 43 dB 0 0
13 Locked QAM256 807000000 Hz 5 dBmV 44 dB 0 0
18 Locked QAM256 837000000 Hz 5 dBmV 44 dB 0 0
19 Locked QAM256 843000000 Hz 5 dBmV 44 dB 0 0
20 Locked QAM256 849000000 Hz 5 dBmV 44 dB 0 0
22 Locked QAM256 861000000 Hz 4 dBmV 43 dB 0 0
23 Locked QAM256 867000000 Hz 4 dBmV 43 dB 0 0
24 Locked QAM256 873000000 Hz 4 dBmV 43 dB 0 0
25 Locked QAM256 117000000 Hz 0 dBmV 41 dB 0 0
26 Locked QAM256 123000000 Hz 0 dBmV 41 dB 0 0
27 Locked QAM256 129000000 Hz 0 dBmV 41 dB 0 0
28 Locked QAM256 135000000 Hz 0 dBmV 41 dB 0 0
29 Locked QAM256 141000000 Hz 0 dBmV 41 dB 0 0
30 Locked QAM256 147000000 Hz 0 dBmV 41 dB 0 0
31 Locked QAM256 153000000 Hz 0 dBmV 41 dB 0 0
32 Locked QAM256 159000000 Hz 0 dBmV 41 dB 0 0
33 Locked QAM256 165000000 Hz 0 dBmV 41 dB 0 0
34 Locked QAM256 171000000 Hz 0 dBmV 41 dB 0 0
35 Locked QAM256 177000000 Hz 0 dBmV 41 dB 0 0
36 Locked QAM256 183000000 Hz 0 dBmV 41 dB 0 0
37 Locked QAM256 189000000 Hz 0 dBmV 41 dB 0 0
38 Locked QAM256 195000000 Hz 0 dBmV 41 dB 0 0
39 Locked QAM256 201000000 Hz 0 dBmV 42 dB 0 0
40 Locked QAM256 207000000 Hz 1 dBmV 41 dB 0 0
41 Locked QAM256 213000000 Hz 1 dBmV 42 dB 0 0
42 Locked QAM256 219000000 Hz 1 dBmV 42 dB 0 0
43 Locked QAM256 225000000 Hz 0 dBmV 42 dB 0 0
44 Locked QAM256 231000000 Hz 0 dBmV 42 dB 0 0
46 Locked QAM256 243000000 Hz 0 dBmV 41 dB 0 0
47 Locked QAM256 249000000 Hz 0 dBmV 42 dB 0 0
48 Locked QAM256 255000000 Hz 1 dBmV 42 dB 0 0
159 Locked OFDM PLC 300000000 Hz 2 dBmV 43 dB 447192759 0
160 Locked OFDM PLC 918000000 Hz 6 dBmV 43 dB 72860026 0




Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 17600000 Hz 6400000 36.8 dBmV
2 Locked SC-QAM 24000000 Hz 6400000 36.8 dBmV
3 Locked SC-QAM 30400000 Hz 6400000 36.8 dBmV
4 Locked SC-QAM 36800000 Hz 6400000 36.8 dBmV
6 Locked OFDMA 36800000 Hz 44000000 31.5 dBmV

Here's a snippet from last night to this morning (now) of most recent event, I reboot router daily (in hopes it won't drop connection today) so logs get deleted but you get the idea, just same thing throughout.

22/8/2023
01:29:44
6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
01:30:21
6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
02:26:03
6 US profile assignment change. US Chan ID: 8; Previous Profile: 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
04:19:18
6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=:b1;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
04:26:13
6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
06:20:12
6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
06:26:21
6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
08:21:27
6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
08:23:01
6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
08:24:39
6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=c;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
08:26:36
6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
08:29:26
6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
08:30:04
6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
08:31:57
6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
09:26:39
6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
09:41:14
6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
09:49:34
6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=1;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
09:50:10
6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
22/8/2023
09:52:55
6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
22/8/2023
10:26:48
6 US profile assignment change. US Chan ID: 8; Previous Profile: 13; New Profile: 9 13.;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
  • Heimdall's avatar
    Heimdall
    New Contributor II

    I forgot to state that in the logs, I have removed MAC address, they're not blank as shown in the post above. Not sure if it matters but didn't want MAC address to be public.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor

    Thanks for the very detailed post. The logs point to channel ID 8 but I don't see that channel in your signal levels. I am going to guess and say it has something to do with the upstream OFDMA channel, as that is the highest channel. Since you have had multiple technicians, I would suggest putting in a FCC complaint to get the attention of their escalations department. In the complaint list all the data you gave here along with that closed ticket number. I think they probably trapped the customer who was injecting the noise, but then that customer just called to have a technician come out to remove the filter without tracking down what was causing the ingress, starting the cycle all over again. Hopefully the complaint gets in you in touch with a field tech. who you can call when the problem occurs. I wish you luck.

    • Heimdall's avatar
      Heimdall
      New Contributor II

      Thank you for the response. I do want to point out that the techs were very helpful, unfortunately it wasn't something they could resolve and only pass it up the chain which they did. The 2nd tech did give me their information so I can follow up with them to see what the next step may be and what they can/will do. I will give them some more time and see. The techs were both very understanding. It's the main CS point of contact that is at this point, utterly useless.

      It is very possible that what you described happened regarding the trapping or the source. The note left on the door next days said they "addressed the main line concern" but concern appear to still exisit.

      I don't know if other people are noticing it as well on my street. Maybe they are but it doesn't effect them, intermittent loss of service for 15-30 seconds  may not be an issue for most for regular use, but any disrupt in connection IS an issue for me and my job (my livelihood). Without going into details, it is a pain and time consuming to get the VPN back up and running. Not to mention the disrupt in work flow.

      This isn't my forte and I don't know what it entails to resolve this issue, neither is it my job really. I did take a stroll down the street tracking the Cox line. There's exposed junction boxes (could be normal), dangling unused Coax cables (could be normal). Just seems poorly managed line to me. I took some pictures, I can PM them to you if you are curious. But something is clearly not right and the line appears to be riddled with noise, internal or external. 

  • This specific message regarding profile change makes me wonder if there's a load balancer on the CMTS kicking you back and forth between 2 equally congested pathways.

    • Heimdall's avatar
      Heimdall
      New Contributor II

      Congested as in too much traffic or too much noise/ingress? 

      Documentation on CMTS load balance does sound awfully "familiar" to what I'm experiencing with the constantly changing profiles.

      Old documentation (2006) but seems somehow plausible to what's going on here.

      "Dynamic modulation changes—The dynamic modulation feature affects the load-balancing algorithm because it typically switches an interface from a higher-bandwidth modulation profile to a lower-bandwidth modulation profile in response to noise conditions on the interface. For example, if an upstream is configured for 16-QAM modulation, sufficient noise levels could switch the upstream to a QPSK modulation profile. Depending on the load-balancing configuration, this could then result in the movement of cable modems to other channels. Similarly, when the noise conditions improve, and the modulation is returned to the original, higher-bandwidth profile, the cable modems could be moved again to rebalance the upstream channels."

      Sounds like ping pong and my modem is the ball.

      Honestly, I'm just trying to nail this down as far as being informed goes because I need to know if I'm chasing something that is bigger than my service alone and if I should perhaps start looking at alternatives if Cox can't act on this in a meaningful timeframe.

  • Heimdall's avatar
    Heimdall
    New Contributor II

    Update: So nothing much has improved. Still getting same log entries, with random disconnects and it seems that ingress is still an issue. 

    Spoke to field supervisor who stated that put a "ping plotter" and didn't see any disconnects, not sure what exactly that does, sounds like it just monitors the modem being up. The issue obviously is not that the modem fully disconnects, it's that it's frequently switching profiles to avoid some sort of noise or something. These switches cause my service to intermittently drop which drops connections randomly on my works VPN as well as any gaming session I may be in when I do play. If profile switching had no end user effect, I really wouldn't care but unfortunately it does.

    Supervisor stated that he's going to have to push this up to the CIT team or something? 

    I have a feeling this is one of those issues that may not be so easy to resolve just by the nature of the problem. It's an older community, lots of older houses, old lines, etc etc so just seems like a tough task without doing some overhaul of the lines or something? I don't know, I'm just shooting in the dark here. 

    • Darkatt's avatar
      Darkatt
      Honored Contributor

      Ping Plotter pings the modem, and if the modem goes down, even for a second, the ping is dropped. If there were no drops, it indicates you modem is up and online , both send and receive. Have you ever tried bypassing your router, and test with a computer connected direct to the modem and see if the results are different. You could be dealing with some kind of interference at the router?

      • Heimdall's avatar
        Heimdall
        New Contributor II

        I see. The tech said for most of the time it was fine besides one time thus the reference up to the CIT team. But my experience does not correlate to it being fine "most of the time" I lost connection several times and each time I would lose connection (VPN would log off or I'd get kicked out of Diablo IV), That's how I would know connection was lost. I would immediately log into the modem and sure enough,  "US profile assignment change" entry was present just at that time of disconnect.

        Would interference at the router cause modem to switch Up Stream profiles?

        I had this issue when I had my RT-AC68U and CM1100. So I got a new router RT-AX86U Pro+CM1100, same issue. Then I got a new modem and tried the new modem with new and old router. Same random drops and messages in both CM1100 and S33 modem logs. I am pretty sure my equipment is not the problem here.

        I'll have to figure out a way and disconnect the modem and plug it directly into a laptop and let it run over night to see. It's not practical for me to hardwire my desktop to the modem directly and use it for few days to see if the drops happen. If I'm still getting log entries of  of US Profile assignment change with router disconnected then I can further confirm the issue is not on my end. Thanks for the suggestion.

  • drueter's avatar
    drueter
    New Contributor

    I am having the same problem in Orange County, CA.  My modem is a Motorola MB8600.

    • Heimdall's avatar
      Heimdall
      New Contributor II

      nvm, saw your other post, glad the issue resolved for you. I ended up going with a differernt provider and have not hooked up my Cox modem in some time (also haven't cancelled Cox service yet). The issue for me was that the problem persisted both on my Netgear Cm1100 and a new S33 modem, just couldn't deal with it any more as it was affecting my work.

      • joeldjohnston's avatar
        joeldjohnston
        New Contributor

        Having this EXACT issue with my Arris SB8200 and a directly connected pfsense pc. It has been going on for months.  You mention another post, but I'm not seeing the other post, can someone describe the resolution to this?