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hbt76's avatar
hbt76
New Contributor
4 years ago

Gigablast instability and the suggested solution

I upgraded to gigablast recently and have constant instability issues ever since.  It will work great and then randomly I will lose all internet, then a few minutes later it will work again.  Once was during a webex with a group of potential clients and potentially cost me a lot of future business based on my normal conversion rate.  

I had the preferred 150 before and it was very stable, but I needed faster upload speeds. 

So after a few rounds of techs online and a few sent out to my house, I was basically told that the gigablast has had instability issues since everyone started working form home and my best bet would be to downgrade to the ultimate 500.  For the same cost I am paying for gigablast.  So, we are unable to deliver you a consistent quality product, so we want you to accept a lesser product but pay us the same amount per month.  I was told it was because I was on a promo for gigablast.  What about a promo for costing me thousands in business and not being able to deliver? 

Nope, you are stuck with us so you will pay what we say regardless of the quality of product we can deliver to you.  Either fix your issues or compensate your customers until you can fix your problems.  Don't stick your customers with lesser product and overcharge them because you can't seem to figure out how to fix the network.

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  • keith86's avatar
    keith86
    New Contributor

    I've had the same issue for the last two months, have repeatedly reached out and they can't find a fix for this. I am doing speed tests every day, throughout the day and can only reach max of 200mbps. Less than a quarter of what I'm paying for. I've replaced my modem twice, and all my routers which isn't cheap. Cox is costing me money and still charging for a product that doesn't deliver what is advertised, pandemic or not.

    • JonathanJ's avatar
      JonathanJ
      Former Moderator
      @Keith86

      We like to take a closer look at your signal levels. When you have a moment please email your full-service address, full name, and a link to this thread to cox.help@cox.com.

      Jonathan J
      Cox Moderator
      • keith86's avatar
        keith86
        New Contributor

        Here's my connection status event logs: https://imgur.com/a/l0kRIll

        07/22/2020 10:51 2436694061 5 "Dynamic Range Window violation"
        07/22/2020 10:51 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:47 2436694061 5 "Dynamic Range Window violation"
        07/22/2020 10:47 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:47 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:45 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:45 73040100 6 "TLV-11 - unrecognized OID;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:45 68000300 5 "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:45 2436694066 6 "Honoring MDD; IP provisioning mode = IPv4"
        07/22/2020 10:45 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:45 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:45 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:44 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:43 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:37 2436694061 5 "Dynamic Range Window violation"
        07/22/2020 10:37 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:31 2436694061 5 "Dynamic Range Window violation"
        07/22/2020 10:31 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:26 2436694061 5 "Dynamic Range Window violation"
        07/22/2020 10:26 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:19 2436694061 5 "Dynamic Range Window violation"
        07/22/2020 10:19 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:14 2436694061 5 "Dynamic Range Window violation"
        07/22/2020 10:14 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 10:09 2436694061 5 "Dynamic Range Window violation"
        07/22/2020 10:09 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 09:12 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 09:01 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 09:00 74010100 6 "CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: R; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 09:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 09:00 2436694062 5 "Unicast DSID PSN startup error"
        07/22/2020 09:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 08:59 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 08:59 73040100 6 "TLV-11 - unrecognized OID;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 08:59 68000300 5 "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 08:59 2436694066 6 "Honoring MDD; IP provisioning mode = IPv4"
        07/22/2020 08:59 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 08:58 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 08:58 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 08:58 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/22/2020 08:56 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/21/2020 18:02 2436694061 5 "Dynamic Range Window violation"
        07/21/2020 18:02 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/20/2020 15:34 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/20/2020 15:22 2436694061 5 "Dynamic Range Window violation"
        07/20/2020 15:22 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/20/2020 15:22 2436694061 5 "Dynamic Range Window violation"
        07/20/2020 15:22 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        07/20/2020 15:22 2436694061 5 "Dynamic Range Window violation"
        07/20/2020 15:22 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:ee:e1:45;CMTS-MAC=00:42:5a:9f:32:3c;CM-QOS=1.1;CM-VER=3.1;"
        30 Locked QAM256 957000000 Hz 6.2 dBmV 38.5 dB 0 0
        1 Locked QAM256 783000000 Hz 11.5 dBmV 41.2 dB 0 0
        2 Locked QAM256 789000000 Hz 11.3 dBmV 41.1 dB 0 0
        3 Locked QAM256 795000000 Hz 11.2 dBmV 41.1 dB 0 0
        4 Locked QAM256 801000000 Hz 10.8 dBmV 41.0 dB 0 0
        9 Locked QAM256 831000000 Hz 9.7 dBmV 40.6 dB 0 0
        10 Locked QAM256 837000000 Hz 9.5 dBmV 40.4 dB 0 0
        11 Locked QAM256 843000000 Hz 9.5 dBmV 40.5 dB 0 0
        12 Locked QAM256 849000000 Hz 9.2 dBmV 40.3 dB 0 0
        17 Locked QAM256 879000000 Hz 8.2 dBmV 39.8 dB 0 0
        18 Locked QAM256 885000000 Hz 7.7 dBmV 39.5 dB 0 0
        19 Locked QAM256 891000000 Hz 7.4 dBmV 39.3 dB 0 0
        20 Locked QAM256 897000000 Hz 7.1 dBmV 39.1 dB 0 0
        21 Locked QAM256 903000000 Hz 7.1 dBmV 39.2 dB 0 0
        22 Locked QAM256 909000000 Hz 6.9 dBmV 39.1 dB 0 0
        25 Locked QAM256 927000000 Hz 6.7 dBmV 39.0 dB 1 0
        26 Locked QAM256 933000000 Hz 6.6 dBmV 39.0 dB 0 0
        27 Locked QAM256 939000000 Hz 6.4 dBmV 38.7 dB 0 0
        28 Locked QAM256 945000000 Hz 6.1 dBmV 38.6 dB 0 0
        29 Locked QAM256 951000000 Hz 5.9 dBmV 38.4 dB 1 0
        33 Locked QAM256 357000000 Hz 12.8 dBmV 41.2 dB 0 0
        34 Locked QAM256 363000000 Hz 12.8 dBmV 41.3 dB 0 0
        35 Locked QAM256 369000000 Hz 12.9 dBmV 41.4 dB 0 0
        36 Locked QAM256 375000000 Hz 12.8 dBmV 41.3 dB 0 0
        37 Locked QAM256 381000000 Hz 12.9 dBmV 41.2 dB 0 0
        38 Locked QAM256 387000000 Hz 12.9 dBmV 41.1 dB 0 0
        41 Locked QAM256 405000000 Hz 13.2 dBmV 41.2 dB 0 0
        42 Locked QAM256 411000000 Hz 13.2 dBmV 41.2 dB 0 0
        43 Locked QAM256 417000000 Hz 13.1 dBmV 41.1 dB 0 0
        44 Locked QAM256 423000000 Hz 13.1 dBmV 41.1 dB 0 0
        45 Locked QAM256 429000000 Hz 13.2 dBmV 41.2 dB 0 0
        46 Locked QAM256 435000000 Hz 13.2 dBmV 41.2 dB 0 0
        159 Locked Other 300000000 Hz 14.9 dBmV 41.8 dB 1210327426 0
        1 3 Locked SC-QAM Upstream 32200000 Hz 6400000 Hz 35.0 dBmV
        2 1 Locked SC-QAM Upstream 19400000 Hz 6400000 Hz 36.0 dBmV
        3 2 Locked SC-QAM Upstream 25800000 Hz 6400000 Hz 35.0 dBmV
        4 4 Locked SC-QAM Upstream 38600000 Hz 6400000 Hz 35.0 dBmV




        I have another tech coming out tomorrow.

  • Hello Hbt76,


    I sincerely apologize for the issues you've been experiencing with our Gigablast service. You probably have little faith in us at this point. Might I have an opportunity to look into your issue. I'd like to review the notes and see what we can do to get you the service you expect. If I may, please send us an email to cox.help@cox.com.


    Latitia

    Cox Support Forums Moderator