Forum Discussion

jmar's avatar
jmar
New Contributor
5 years ago

Internet Constantly Dropping - Bad Modem or Bad Lines?

I’ve been fighting this issue for longer than 2 months now, but it’s gotten worst. 

My internet constantly comes in and out making it impossible to work. I had a tech come out and he swapped out some taps that he said were corroded. That helped briefly, but the last 3 days I can’t go 15 minutes without a connection interruption. When I call support, they tell me I have too many devices and try to sell me on higher speeds or CoxCares. Below are my current modem readings and errors. When the outages occurred my upstream power levels jump above 53 on at least 3 channels. 

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 33 357.0 -2.1 40.3 164387 49706
2 Locked QAM256 34 363.0 -2.4 40.3 162118 48157
3 Locked QAM256 35 369.0 -2.3 40.3 159283 43975
4 Locked QAM256 36 375.0 -2.0 40.9 144747 39890
5 Locked QAM256 37 381.0 -1.7 40.8 140897 39039
6 Locked QAM256 38 387.0 -1.4 40.8 136399 37632
7 Locked QAM256 39 393.0 -1.2 41.3 130091 35683
8 Locked QAM256 40 399.0 -1.3 41.3 118803 33010
Total             1156725 327092



   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 2 5120 30.3 50.0
2 Locked ATDMA 1 5120 36.7 51.5
3 Locked ATDMA 3 5120 23.9 47.5
4 Locked ATDMA 4 5120 17.5 49.5

Wed Apr 29 12:31:57 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Wed Apr 29 12:44:49 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Wed Apr 29 12:45:00 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Wed Apr 29 12:45:10 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Wed Apr 29 12:45:43 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Wed Apr 29 12:46:14 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Wed Apr 29 12:46:29 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Wed Apr 29 12:47:00 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Wed Apr 29 12:47:01 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Wed Apr 29 12:47:13 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Wed Apr 29 12:47:13 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Wed Apr 29 12:47:39 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... 
 Wed Apr 29 12:47:55 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Wed Apr 29 12:47:58 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv4 
 Wed Apr 29 12:48:00 2020    Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MA... 
 Wed Apr 29 12:48:01 2020    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=00:40:36:5a:cf:6c;CMTS-MAC=... 
 Wed Apr 29 12:48:10 2020    Warning (5)   Unicast DSID PSN startup error 
 Wed Apr 29 13:15:13 2020    Critical (3)   Started Unicast Maintenance Ranging
  • Allan's avatar
    Allan
    Moderator
    5 years ago
    Hello. It looks like you are getting some time out errors. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator.
    • jmar's avatar
      jmar
      New Contributor
      5 years ago

      Sorry for the delay, didn’t know this actually posted. 

      I live in a condo, so there may be splitters between the box and my unit. There is nothing between the wall and modem though, just one coax cable directly into the modem.

      • LisaH's avatar
        LisaH
        Moderator
        5 years ago
        Hi Jmar. Is the power cord for the modem connected to a power strip or directly to the electrical outlet in the wall? If you continue to have issues, we may need to schedule a service call. We would definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we set up the service call. - Lisa, Cox Support Forums Moderator.
  • panplacek's avatar
    panplacek
    New Contributor
    5 years ago

    I have exactly same issues with connectivity and speed. Constant interruptions. I have 300MBs and cannot go higher in our complex...

  • easyrhino's avatar
    easyrhino
    New Contributor
    5 years ago

    in general the "Uncorrectables" should be a pretty low value (make sure you clear the counters as they could be lifetime or since last clear).  so it's probably signal related somewhere.  Maybe in your condo or maybe outside.

    i had a coax booster amp (installed by a cox tech years ago) where the AC adaptor was unplugged by my cat and that caused problems, for instance.  Or an abandoned splitter in the crawlspace from the previous house owner, etc. 

    and there have also been problems in the telephone poles outside the house which could only be fixed by the cox guys.