Inconsistent Service Disruptions (i.e. T3,T11,T4) - since July service work
Location: 85255
Modem: Arris SB6183 , no spliter
Service Level: 300mbps
Issues: Modem Event logs (see screen shot below)
- Started Unicast Maintenance Ranging - No Response received - T3 time-out;
- TLV-11 - unrecognized OID
- Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
- Unicast Ranging Received Abort Response - Re-initializing MAC
- DHCP WARNING - Non-critical field invalid in response
- No Ranging Response received - T3 time-out
Description of Issue:
No internet service for 2-5 minutes that occurs periodically between 3-5 times during the day.
I noticed the issue began approximately a week after notification from HOA that Cox was completing 2nd service operation in area, which occurred near end of July.
Resolution Actions:
- Called Cox support - 25min with online chat Tier1 support that gave me support # then waited 45min to speak with Tier2 support to have a person run a reboot and tell me all levels check out fine after reboot. I explained the logged events the Tier2 was not sure what to do, so offered having a data tech come out, though I would have to pay $100 if nothing is found.
- Researched T3,T4, & T11 events - https://docsismodem.wordpress.com/2010/08/13/t1t2t3-t4-timeouts-descriptions/
- T3 event - "This typically is caused by noise on the upstream that causes the loss of MAC-layer messages." and "If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process." ; which is reason for the service disruptions.
- Researched Cox Internet forum : I found the following posts that started approximately 3-4 weeks ago, which coincides with the 1st scheduled field maintenance notification I received from HOA. Prior to the maintenance I and seems these events were not as common.
- Constant Outages (1month ago)
- Frequent Internet Drops (30 days ago)
- Intermittent T3 timeouts (30 days ago)
- Internet Drops and Intermittent Modem Reboots (27 days ago)
- Constant Outages / Chandler (1 month ago)
- CONSTANT OUTAGES (26 days ago)
- Random disconnects, packet loss, fluctuating power levels (1 month ago)
- Random disconnects getting worse (12 days ago)
- Intermittent Disconnects T3 time-out, CM1100 status and logs (16 days ago)
- Internet constantly dropping for the past week (9 days ago)
- Dynamic range window violation ( 9 days ago)
- Internet going out again every day between 10 and 12 (11 days ago)
Outcome from Resolution Actions:
- Issues still exists for me, and was informed neighbors are having similar issue
- Cox suggested having a tech come out, though I have to cover the $100 if nothing is found. This is odd since I found the above posts, people are calling to cause waits of a minimum of 30min, but Cox acts as if this is all being made up.
- Many others in the Phoenix metro area have same issues , therefore this is not an isolated issue or related to a specific modem.
Conclusion:
Field maintenance modifications during the month of July has resulted in consistent issues across the area. The service disruption issues are "... signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages." , which results in "...it resets its cable interface and restarts the registration process.".
Cox only you all are aware of the modifications made in July the result was been disruptive during the past 3-4 weeks. This situation will only get worse as more schools start! I have no idea what needs to be resolved, but I've got many years in IT; when a change is bad back-it-out.
Cox what do you need from customers to get this resolved? What do I need to do to get this resolved?
IMO if this continues during the next 2 weeks as schools come online the calls will increase to support, city counsel, and state organizations ; people are going to not be kind.
Screenshots from Modem
Monday Aug-3 to Sunday Aug-9