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riderdan's avatar
riderdan
New Contributor
4 years ago

Intermittent internet outage

Over the last three weeks my modem has been experiencing periodic, intermittent outages. I have done the usual "troubleshooting" steps of rebooting the modem and having Cox issue a reset. The problem persists.

I only have internet, no TV or other services. There are no splitters or couplings between the cable box on the exterior of the house and the modem. There are no other devices connected to the coax.

Pings to known-good hosts (8.8.8.8 for example) result in a timeout about 50% of the time.

Most recent ping results

-------------------------------

PING 8.8.8.8 (8.8.8.8): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

64 bytes from 8.8.8.8: icmp_seq=3 ttl=117 time=37.259 ms

Request timeout for icmp_seq 4

64 bytes from 8.8.8.8: icmp_seq=5 ttl=117 time=41.012 ms

64 bytes from 8.8.8.8: icmp_seq=6 ttl=117 time=152.816 ms

Request timeout for icmp_seq 7

Request timeout for icmp_seq 8

64 bytes from 8.8.8.8: icmp_seq=9 ttl=117 time=51.296 ms

-----------------------

Modem event log:

Sun Nov 01 17:59:58 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 17:53:19 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 17:53:19 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 17:53:19 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 17:44:20 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 17:44:20 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 17:44:20 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 17:28:50 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 17:28:17 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 17:25:30 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 16:49:19 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 16:47:41 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 16:45:46 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 16:44:41 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:29:40 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:26:06 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:25:25 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:25:01 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:24:13 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:24:05 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:24:05 2020    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:24:05 2020    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:23:41 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:23:14 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:23:05 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:22:41 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:22:39 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:15:14 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:14:47 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:14:42 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 
 Sun Nov 01 13:13:54 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:94:fc:ad:cb:59;CMTS-MAC=24:7e:12:f1:60:ec;CM-QOS=1.1;CM-VER=3.0; 

This problem is affecting my ability to work from home and I need to get it sorted out. Is the only solution to have a tech come to the house?

  • Sil3ntrav3n's avatar
    Sil3ntrav3n
    New Contributor
    4 years ago

    I work from home too. And these teir1 techs won't know what to do with your modems history man. they're just gonna tell you the same this every time which is 1. Is it plugged in properly, 2. Have you tried resetting it. 3. Well if that didn't work we need to send out a tech. Like ***, if my job were that easy I swear. -.-

  • BenS1's avatar
    BenS1
    Former Moderator
    4 years ago
    Hi Riderdan,

    Because there are no splitters and you are getting a lot ofT3 Timeouts we may need to set up a technician visit. Please email us at cox.help@cox.com with your full name and address.

    Ben S.
    Cox Support Forums Moderator
  • 30yr's avatar
    30yr
    New Contributor
    4 years ago

    Riderdan<
    I have had the same problem for several weeks now. I have had two tech visits, and have been assigned a third. Each fix temporarily eliminates the problem, only to return after a period of time. Fixes includes buying a new modem, eliminating a splitter, checking the curb interface box and replacing a ethernet cable. 

    It is my conclusion that I can get the same temporary fix by resetting the cable modem. The tech "fixes" are nothing but some cosmetic change plus another reset. It is my understanding that this is a widespread problem- occurring in many parts of the country. Cox apparently has no solution.  I have seen Cox communications about difficulties in dealing with high traffic demands. Is this the root cause? 

    • Allan's avatar
      Allan
      Moderator
      4 years ago
      @30yr, Your modem is currently up and running with a good signal and I do not see any unusual latency concerns. Are you experiencing this issue with multiple devices in the home or just one? Also, are we working with a wired or wireless connection? -Allan, Cox Support Forums Moderator
      • 30yr's avatar
        30yr
        New Contributor
        4 years ago

        I reset my modem this morning, prior to a Zoom business meeting. I have not encountered any interrupts since then, Yesterday I had 8  Priority 3 events. I have a Moto modem, cable connected to the Cox cable. It has an ethernet connection to an Asus AC1900 Router, which has an ethernet connection to my Win 10 computer. 

  • Darmelosfrutas's avatar
    Darmelosfrutas
    New Contributor
    4 years ago

    Hey, I am having the same issue where it cuts for 10-15 minutes then comes back. I have noticed that when it initially happens, the telephone lights are flashing. Problem there is that I have no phones in the house. Are you all experiencing the same? 

    • JonathanJ's avatar
      JonathanJ
      Former Moderator
      4 years ago

      Both Cox and the power companies are still working to repair downed lines and damaged equipment. It is normal to see intermittent utilities and power after assessments have been completed and the full storm restoration effort gets underway. If we had the node to your neighborhood on generator power, for example, switching from the generator back to electricity would cause the symptoms you described. Also, at times it is necessary to take a functioning node offline in order to fix or replace a network component further up the line. I apologize for all the interruptions and I understand how frustrating it must be for you and your family. Once the field technicians have an ETR it will be posted on cox.com and the cox app.

      Jonathan J
      Cox Moderator
  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    4 years ago
    @Darmelosfrutas

    Both Cox and the power companies are still working to repair downed lines and damaged equipment. It is normal to see intermittent utilities and power after assessments have been completed and the full storm restoration effort gets underway. If we had the node to your neighborhood on generator power, for example, switching from the generator back to electricity would cause the symptoms you described. Also, at times it is necessary to take a functioning node offline in order to fix or replace a network component further up the line. I apologize for all the interruptions and I understand how frustrating it must be for you and your family. Once the field technicians have an ETR it will be posted on cox.com and the cox app.

    Jonathan J
    Cox Moderator