Forum Discussion

amcfanny's avatar
amcfanny
New Contributor
6 years ago

intermittent dropouts

I continute to have this problem. I have new modem and router. Technician replaced wire from pole to house. No splitters or anything. Just hooked straight to modem. Techs have been to house twice. I had an appointment yesterday and they never showed up or called. Not good. Before finding a time to schedule another tech visit, can u tell me what a tech could possibly check at my end to resolve an intermittent disconnect. I find it hard to believe it is anything at this end since everything possible has been replaced. I don't want to waste the techs time or my time off work for the tech to say they can't help me.

  • MikeHoll's avatar
    MikeHoll
    New Contributor II
    6 years ago

    It's happening to a lot of people.  It's been happening to me for the last 1.5 months.  Internet will drop.  Reset itself in 5 minutes.  Repeat every 5-10 minutes - sometimes this goes on 2-3 times, sometimes for a hour, sometimes 2 hrs, sometimes 3hrs....and then it doesn't do it again until the following day.  The worst times seem to be 3:00-6:00 pm - though this could just be when I notice as I am using.  I went through the power cycling, testing, resetting.  Had a tech come out - said there is a known firmware issue.  Replaced my router with a newer one.  Still the same problem.  This is NOT an issue with home wiring.  This is a firmware or network issue.  Cox better fix soon or I'll be finally hopping to Verizon who've been begging me for 2 years to make the change.

    • amcfanny's avatar
      amcfanny
      New Contributor
      6 years ago

      ty for that. I don't believe it is a problem at my end. I feel stupid calling someone to the house and everything is working fine. I even bought into upgrading my service and still getting hits.

    • BrooksBrother's avatar
      BrooksBrother
      New Contributor
      6 years ago

      You got everything replaced and still have the issue? Ugh. Doesn't give me a lot of hope for my situation.

  • charles_bryant7's avatar
    charles_bryant7
    New Contributor
    6 years ago

    It’s just the company slowing your internet speed to get you to buy a bigger package. Even the technician who came to your house knows it. He didn’t have to replace your line. It’s the company being greedy. They are doing it to me right now. 

  • EricaW's avatar
    EricaW
    Former Moderator
    6 years ago
    Hi, Amcfanny. I know the frustration this has meant for you. Per the current readings, there is some packet loss. Pairing that with the most recent visit occurring last year, we'd really like to have a technician out for you soon. Please send an email to our cox.help@cox.com address with the link to this forum, to get scheduled. We're online there 24/7.

    Erica
    Cox Support Forums Moderator
    • amcfanny's avatar
      amcfanny
      New Contributor
      6 years ago

      I'm trying. Had an appt yesterday but it was a no call no show. Trying again today. Been a really bad day on the internet today so far.

  • CurtB's avatar
    CurtB
    Valued Contributor III
    6 years ago

    You mentioned that wire was replaced from the pole to the house.  You should insist on having a Cox in-house technician test their equipment at the pole.  It could be a faulty tap.

      • CurtB's avatar
        CurtB
        Valued Contributor III
        6 years ago

        If you don't specifically request an in-house Cox technician, you could get a contract technician who doesn't have the proper equipment for testing and may not even have a ladder.

  • amcfanny's avatar
    amcfanny
    New Contributor
    6 years ago
    2019-8-10, 17:45:16 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:51:3e:d8;CMTS-MAC=00:b6:70:98:a1:cc;CM-QOS=1.1;CM-VER=3.0;
    2019-8-10, 17:45:17 Warning (5) Dynamic Range Window violation
    2019-8-10, 17:45:18 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:51:3e:d8;CMTS-MAC=00:b6:70:98:a1:cc;CM-QOS=1.1;CM-VER=3.0;
    2019-8-10, 17:45:19 Warning (5) Dynamic Range Window violation
    2019-8-10, 17:45:20 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:51:3e:d8;CMTS-MAC=00:b6:70:98:a1:cc;CM-QOS=1.1;CM-VER=3.0;
    2019-8-10, 17:45:20 Warning (5) Dynamic Range Window violation
    2019-8-10, 17:45:21 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:51:3e:d8;CMTS-MAC=00:b6:70:98:a1:cc;CM-QOS=1.1;CM-VER=3.0;
    2019-8-10, 17:45:21 Warning (5) Dynamic Range Window violation
    2019-8-10, 17:45:25 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=08:36:c9:51:3e:d8;CMTS-MAC=00:b6:70:98:a1:cc;CM-QOS=1.1;CM-VER=3.0;
    2019-8-10, 17:45:26 Warning (5) Dynamic Range Window violation
    2019-8-10, 17:45:58 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=08:36:c9:51:3e:d8;CMTS-MAC=00:b6:70:98:a1:cc;CM-QOS=1.1;CM-VER=3.0;
    2019-8-10, 17:45:59 Warning (5) Dynamic Range Window violation
  • amcfanny's avatar
    amcfanny
    New Contributor
    6 years ago

    My tech arrived last night and worked outside for about an hour. Came in and said enjoy your internet. I asked what he did but all I got was have a great weekend and booked. This morning I only had one drop out. I can deal with that. I was having a 6-12 or more before. Let's hope this lasts. I'm not a big techie person. I posted my modem event log last night. I see today my modem event log looks the same. I don't know what all those t3/t4 errors are but they are not causing alot of drop outs today.

      • JonathanJ's avatar
        JonathanJ
        Former Moderator
        6 years ago
        @Amcfanny

        Currently not seeing any packet loss for this end if you continue to have an issue, please send us an email at cox.help@cox.com.

        Jonathan J
        Cox Moderator
  • amcfanny's avatar
    amcfanny
    New Contributor
    6 years ago

    My morning drop out turned into an outage. I had to call cox and have them play around with my modem connection for a bit. Did manage to get it back. I surely hope this dropout thing doesn't turn into a daily outage. I did notice when unplugging my modem that a coupler had been installed at the back between my modem and internet cable last Saturday night. Not sure if he forgot it there or it was purposefully placed there. 

  • amcfanny's avatar
    amcfanny
    New Contributor
    6 years ago

    so I did email the help desk. My case is being sent to the field team. Now wait and see...