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Forge
New Contributor
5 years ago

Intermittent connectivity - especially VPN and VOIP sessions for work (Dynamic Range window violations and T3 timeouts

In May this year, I upgraded from the preferred 150 to Ultimate (500). I at the same time purchased a brand new Netgear CM1100 modem and Netgear Nighthawk RAX45 router. Immediately after upgrading the modem and using the new service, I started having intermittent connectivity throughout the day. It is more apparent when connected to my work VPN and during VOIP and video conference calls. During the day, my work computer is the only device using up any real bandwidth and is connected ethernet and 5g wifi to my router. Other devices "connected" include my phone, ring camera, chimes, and doorbell, and a docked tablet with Alexa show mode. I had a service call and they checked and tested my connection, cleaned off the fittings at my house(DMARC) and the pedestal across the street. Speed tests came back all good and so they said it was fine. My issue is not with speed as it regularly runs 480-515 when tested. My issue was at one point escalated to a line tech of some kind and I was asked to email in my modem connection and logs. I did so and for a few days, all seemed fine. I was then told:

"Welp, as long as those correctable and uncorrectable codewords aren’t exceeding 1% (which they don’t look like they are) you sir are rockin.
Thank you for the reply; if you would like for me to pull up any information, feel free to reach out."

4-days later I noticed the issue returning and emailed back the logs showing multiple  "DHCP RENEW WARNING"s which I e-mailed with no response.

From there it got worse and in June I began seeing these items multiple times throughout the day each day and has continued intermittently for months:

2020-06-30, 07:00:57 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-06-30, 06:57:20 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-06-30, 06:57:14 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-06-30, 06:56:45 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-06-30, 06:56:44 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-06-30, 06:56:36 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;

Here's my current log. Unfortunately the log is capped and doesn't keep all history or have an auto email or output so I can capture everything:

Time Priority Description
2020-12-10, 07:22:26 Warning (5) Dynamic Range Window violation
2020-12-10, 07:22:26 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-09, 13:03:40 Warning (5) Dynamic Range Window violation
2020-12-09, 13:03:40 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-09, 13:03:40 Warning (5) Dynamic Range Window violation
2020-12-09, 13:03:40 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-09, 13:03:40 Warning (5) Dynamic Range Window violation
2020-12-09, 13:03:40 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-09, 13:03:40 Warning (5) Dynamic Range Window violation
2020-12-09, 13:03:40 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-09, 12:38:21 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-09, 12:37:56 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 14:11:07 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 14:10:26 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 14:10:05 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 14:09:40 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:56:55 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:56:26 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:53:51 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:53:21 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:53:21 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:53:20 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:40:28 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:40:03 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:40:03 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:39:47 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:39:46 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:39:45 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:39:45 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:39:41 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:11:50 Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:11:23 Warning (5) Dynamic Range Window violation
2020-12-08, 13:11:23 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:11:23 Warning (5) Dynamic Range Window violation
2020-12-08, 13:11:23 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:11:23 Warning (5) Dynamic Range Window violation
2020-12-08, 13:11:23 Warning (5) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:11:17 Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;
2020-12-08, 13:10:44 Warning (5) Dynamic Range Window violation
2020-12-08, 13:10:44 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=38:94:ed:75:21:b8;CMTS-MAC=00:42:5a:9f:11:5a;CM-QOS=1.1;CM-VER=3.1;

Here's my current status:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 855000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv4 only

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 13 855000000 Hz 5.1 dBmV 41.0 dB 3819892456 975 2455
2 Locked QAM256 1 783000000 Hz 6.3 dBmV 41.5 dB 3944350709 1251 2745
3 Locked QAM256 2 789000000 Hz 6.2 dBmV 41.6 dB 4008809467 1419 3377
4 Locked QAM256 3 795000000 Hz 6.3 dBmV 41.8 dB 3931155025 1237 2717
5 Locked QAM256 4 801000000 Hz 6.3 dBmV 41.9 dB 4008830333 1369 3169
6 Locked QAM256 5 807000000 Hz 5.8 dBmV 41.4 dB 4003114880 1788 3707
7 Locked QAM256 6 813000000 Hz 6.1 dBmV 41.7 dB 4008867295 1246 3203
8 Locked QAM256 7 819000000 Hz 5.8 dBmV 41.5 dB 4008863558 1314 3054
9 Locked QAM256 8 825000000 Hz 5.4 dBmV 41.4 dB 4008911743 1202 2972
10 Locked QAM256 9 831000000 Hz 5.4 dBmV 41.3 dB 4008920434 1176 2834
11 Locked QAM256 10 837000000 Hz 5.3 dBmV 41.2 dB 4008691279 1247 2873
12 Locked QAM256 11 843000000 Hz 4.9 dBmV 41.2 dB 4008704185 1152 2576
13 Locked QAM256 12 849000000 Hz 5.1 dBmV 41.0 dB 4008713849 1225 2953
14 Locked QAM256 33 357000000 Hz 7.2 dBmV 42.3 dB 3975829555 64294 9513
15 Locked QAM256 14 861000000 Hz 4.5 dBmV 36.9 dB 4008736612 1235 2836
16 Locked QAM256 15 867000000 Hz 4.8 dBmV 39.5 dB 4008742081 6993 2995
17 Locked QAM256 16 873000000 Hz 4.8 dBmV 40.8 dB 4008759601 1179 3038
18 Locked QAM256 34 363000000 Hz 7.1 dBmV 42.7 dB 3943085006 61264 9812
19 Locked QAM256 35 369000000 Hz 7.1 dBmV 42.8 dB 3943109445 55224 9386
20 Locked QAM256 36 375000000 Hz 6.9 dBmV 42.7 dB 3943127869 54972 9476
21 Locked QAM256 37 381000000 Hz 6.9 dBmV 42.5 dB 3943186754 50003 9093
22 Locked QAM256 38 387000000 Hz 6.8 dBmV 42.6 dB 3943210157 45265 8793
23 Locked QAM256 39 393000000 Hz 6.8 dBmV 42.5 dB 3943236924 39390 8327
24 Locked QAM256 40 399000000 Hz 7.1 dBmV 42.8 dB 3943259372 35385 8052
25 Locked QAM256 41 405000000 Hz 7.2 dBmV 42.8 dB 3943286267 27988 7650
26 Locked QAM256 42 411000000 Hz 7.3 dBmV 42.6 dB 3943304998 23886 7436
27 Locked QAM256 43 417000000 Hz 7.5 dBmV 42.8 dB 3943326900 21143 7181
28 Locked QAM256 44 423000000 Hz 7.7 dBmV 42.9 dB 3943350775 18087 7022
29 Locked QAM256 45 429000000 Hz 7.4 dBmV 42.7 dB 3943383862 14278 6515
30 Locked QAM256 46 435000000 Hz 7.3 dBmV 42.9 dB 3943398512 14080 6548
31 Locked QAM256 47 441000000 Hz 7.2 dBmV 42.8 dB 3943229123 13036 6204
32 Locked QAM256 48 447000000 Hz 7.3 dBmV 42.9 dB 3943268593 12452 5956

Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 16900000 Hz 38.3 dBmV
2 Locked ATDMA 2 23500000 Hz 38.8 dBmV
3 Locked ATDMA 3 29900000 Hz 39.8 dBmV
4 Locked ATDMA 4 36300000 Hz 40.3 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

Downstream OFDM Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 1, 2, 3 159 300000000 Hz 10.9 dBmV 43.5 dB 1108 ~ 2987 28115469325 2496969668 103426
2 Not Locked 0 0 0 Hz 6.2 dBmV 0.0 dB 0 ~ 4095 0 0 0

Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

Current System Time: Thu Dec 10 07:52:33 2020
System Up Time: 188:02:10

Some more info about my setup. I have one line that was run by the installer from the DMARC into my attic. From there, the line used to run down into my living room. That was cut, new F Compression Connector installed in the attic with a barrel connector to a new line and that is run into my office to a wall plate with a barrel connector (from the installer). From the wall plate is a 90º fitting and a <4-foot coax line to the modem. I am not sure about the line from the DMARC to my attic, but from there is all RG6 with F Compression Connectors I bought from a contractor cable installer. This is how the setup was tested in May and hasn't changed. I swapped out the 90º connector at the wall plate in case that was bad (I have used multiple of these on TVs and wall plates where I have run Antenna lines through the house and had 1 fail (tested with a Klein Tools Coax Explorer 2). 

Can anyone shed some light on what the issue can be and how I can get COX to fix this even though my speeds are good and the uncorrected codewords are less than 1%? The intermittent connection especially when hosting work meetings with our client is very disruptive.

  • I understand you're not seeing speed loss, but an intermittent connection throughout the day. An intermittent issue can be extremely frustrating as it may not always show the symptoms which can make it difficult to diagnose. The signal levels appear healthy and report no packet loss presently. When errors are present this can make for symptoms of a loss in connection, speed loss, or latency. There are T3 errors present. We can help reserve a service visit for a technician to return. A technician would need access inside and outside the home to run tests as well. You may email us at Cox.Help@cox.com and please include the web address to this forum comment and your complete address.

    Dustin
    Cox Forum Support Moderator