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SB_COX_CUSTOMER's avatar
SB_COX_CUSTOMER
New Contributor
5 years ago

Intermittent connection problems

Over the last couple days I have experienced brief disconnections from the internet.  Around 1100 today it started getting much worse.  I contacted phone support but I thought I'd get a second opinion by making this post.

I worked with phone support and unplugged the modem to cause a reboot seen after 1130.

My understanding from phone support is that my modem is "unhealthy" and that it is an unsupported 3rd party device.  This seems very strange to me because I was given this modem as part of a recent COX network upgrade.  I received this modem from my local COX store free of charge after I was informed that my current modem (at the time) was no longer supported.

I would appreciate any help, thanks in advance

#6022

Here are my modem details:

Product Information

The information below describes the current state and status of different cable modem elements.

Information
Standard Specification Compliant Docsis 3.1
Hardware Version 6
Software Version AB01.01.009.27_081619_183.0A.NSH
Cable Modem MAC Address B0:DA:F9:2B:AE:BD
Serial Number 7BP2P7333600812

Status
Up Time 0 days 00h:40m:01s.00

Here are the logs from my modem.

10/21/2020 11:55 74010100 6 "CM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:55 84020300 5 "MDD message timeout;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:55 2436694061 5 "Dynamic Range Window violation"
10/21/2020 11:55 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:55 2436694061 5 "Dynamic Range Window violation"
10/21/2020 11:55 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:55 2436694061 5 "Dynamic Range Window violation"
10/21/2020 11:55 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:55 2436694061 5 "Dynamic Range Window violation"
10/21/2020 11:55 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:55 2436694061 5 "Dynamic Range Window violation"
10/21/2020 11:55 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:55 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:55 73040100 6 "TLV-11 - unrecognized OID;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:55 68000300 5 "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv4"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:54 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:41 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:30 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
10/21/2020 11:05 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:05 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:05 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:04 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 11:03 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 02:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 02:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 02:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 02:15 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 02:14 82000100 3 "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 02:14 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 02:14 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/21/2020 02:14 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/17/2020 08:33 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:58 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:57 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:57 82000300 3 "Ranging Request Retries exhausted;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:57 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:54 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:54 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:03 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:03 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:39 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:39 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:38 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"
10/15/2020 16:38 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:da:f9:2b:ae:bd;CMTS-MAC=00:27:90:0c:45:cf;CM-QOS=1.1;CM-VER=3.1;"

Here is the status page

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 783000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

 

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
1 Locked QAM256 783000000 Hz -6.1 dBmV 40.0 dB 0 0
2 Locked QAM256 789000000 Hz -5.8 dBmV 40.0 dB 0 0
3 Locked QAM256 795000000 Hz -6.2 dBmV 40.0 dB 0 0
4 Locked QAM256 801000000 Hz -6.5 dBmV 39.8 dB 0 0
5 Locked QAM256 807000000 Hz -6.1 dBmV 39.9 dB 0 0
6 Locked QAM256 813000000 Hz -6.5 dBmV 39.8 dB 0 0
7 Locked QAM256 819000000 Hz -6.4 dBmV 39.9 dB 0 0
8 Locked QAM256 825000000 Hz -6.3 dBmV 39.8 dB 0 0
9 Locked QAM256 831000000 Hz -6.6 dBmV 39.8 dB 0 0
10 Locked QAM256 837000000 Hz -6.7 dBmV 39.8 dB 0 0
11 Locked QAM256 843000000 Hz -6.8 dBmV 39.8 dB 0 0
12 Locked QAM256 849000000 Hz -7.3 dBmV 39.7 dB 0 0
13 Locked QAM256 855000000 Hz -7.5 dBmV 39.5 dB 0 0
14 Locked QAM256 861000000 Hz -7.6 dBmV 39.5 dB 0 0
15 Locked QAM256 867000000 Hz -8.0 dBmV 39.4 dB 0 0
16 Locked QAM256 873000000 Hz -8.0 dBmV 39.4 dB 0 0
33 Not Locked Unknown 357000000 Hz -51.4 dBmV 0.0 dB 0 0
34 Not Locked Unknown 363000000 Hz -52.0 dBmV 0.0 dB 0 0
35 Not Locked Unknown 369000000 Hz -52.3 dBmV 0.0 dB 0 0
36 Not Locked Unknown 375000000 Hz -52.7 dBmV 0.0 dB 0 0
37 Not Locked Unknown 381000000 Hz -53.2 dBmV 0.0 dB 0 0
38 Not Locked Unknown 387000000 Hz -53.4 dBmV 0.0 dB 0 0
39 Not Locked Unknown 393000000 Hz -53.3 dBmV 0.0 dB 0 0
40 Not Locked Unknown 399000000 Hz -53.0 dBmV 0.0 dB 0 0
41 Not Locked Unknown 405000000 Hz -52.5 dBmV 0.0 dB 0 0
42 Not Locked Unknown 411000000 Hz -51.8 dBmV 0.0 dB 0 0
43 Not Locked Unknown 417000000 Hz -50.9 dBmV 0.0 dB 0 0
44 Not Locked Unknown 423000000 Hz -50.4 dBmV 0.0 dB 0 0
45 Not Locked Unknown 429000000 Hz -49.4 dBmV 0.0 dB 0 0
46 Not Locked Unknown 435000000 Hz -48.5 dBmV 0.0 dB 0 0
47 Not Locked Unknown 441000000 Hz -48.0 dBmV 0.0 dB 0 0
48 Not Locked Unknown 447000000 Hz -47.6 dBmV 0.0 dB 0 0
159 Locked Other 300000000 Hz -52.5 dBmV 0.0 dB 0 0




Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 3 Locked SC-QAM Upstream 32200000 Hz 6400000 Hz 46.0 dBmV
2 1 Locked SC-QAM Upstream 19400000 Hz 6400000 Hz 44.0 dBmV
3 2 Locked SC-QAM Upstream 25800000 Hz 6400000 Hz 46.0 dBmV
4 4 Locked SC-QAM Upstream 38600000 Hz 6400000 Hz 46.0 dBmV
5 6 Locked SC-QAM Upstream 14600000 Hz 3200000 Hz 43.0 dBmV




Current System Time: Wed Oct 21 12:32:36 2020

cable modem
connection issues
internet
  • BenS1's avatar
    BenS1
    Former Moderator
    5 years ago
    Hi SB_COX_CUSTOMER_6022

    I took a look at your modem and I see that you have unhealthy RX levels on your DownStream channels. Also are there any splitters or amplifiers that are connected to the coaxial that is screwed into the back of your modem?

    Ben S.
    Cox Support Forums Moderator
  • SB_COX_CUSTOMER's avatar
    SB_COX_CUSTOMER
    New Contributor
    5 years ago

    Inside my house there is only a single cable that runs directly to the cable modem.  There are no splitters or amplifiers.  The setup inside my house has been unchanged in the 8 years that I have lived here and I've never experienced these problems before.

    • Allan's avatar
      Allan
      Moderator
      5 years ago
      @Sb_Cox_Customer_6022, I recommend sending us an email with your full name, address, and a brief description of this concern to cox.help@cox.com so we can take a closer look. Thanks. -Allan, Cox Support Forums Moderator.