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bassplayer223's avatar
bassplayer223
New Contributor II
9 months ago
Solved

Internet drops intermittenly

This started on Thursday, October 26, 2023.  The internet will drop intermittenly and then come back.  This is very disruptive for working from home which I do 100% of the time.  According to the cable modem logs, this is what I'm seeing:

12:54:38 Sun Oct 29 2023         Notice (6)         CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:25 Sun Oct 29 2023         Critical (3)         Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:28 Sun Oct 29 2023         Critical (3)         No Ranging Response received - T3 time-out;CM-MAC=[personal]CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:28 Sun Oct 29 2023         Critical (3)         SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[personal]CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:32 Sun Oct 29 2023         Critical (3)         No Ranging Response received - T3 time-out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:53:32 Sun Oct 29 2023         Critical (3)         SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
13:55:46 Sun Oct 29 2023         Notice (6)         US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:05 Sun Oct 29 2023         Critical (3)         Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:07 Sun Oct 29 2023         Critical (3)         No Ranging Response received - T3 time-out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:07 Sun Oct 29 2023         Critical (3)         SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:15 Sun Oct 29 2023         Critical (3)         No Ranging Response received - T3 time-out;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;
14:01:15 Sun Oct 29 2023         Critical (3)         SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[personal];CMTS-MAC=[personal];CM-QOS=1.1;CM-VER=3.1;

All the phone and chat support personnel want to do is reset yourr cable modem, which DOES NOT work.  Why all off a sudden this issue is happening and when will COX fix the issue?  I've never had  previous issues since the beginning of 2023.

Any help would be appreciated.  I have Motorola MG8702 cable modem.

Thank you!!

  • I'd like to follow up after the technician service call.  The technician was able to locate and fix the issue and so far my internet has been solid.  The issue was the wiring in the main pain that feeds the line to my house.  Once he corrected the connection there everything was good again.

    We can mark this thread - solved or closed.

    Thank you everyone for your replies!!

     

8 Replies

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  • bassplayer223's avatar
    bassplayer223
    New Contributor II

    More information - Downstream and Upstream info:

    Downstream Bonded Channels             
      
       Channel    Lock Status    Modulation    Channel ID    Freq. (MHz)    Pwr (dBmV)    SNR (dB)    Corrected    Uncorrected
       1    Locked    QAM256    29    141.0    -7.3    41.1    111546    256965
       2    Locked    QAM256    1    735.0    -3.9    42.2    0    0
       3    Locked    QAM256    2    741.0    -5.2    41.4    1    0
       4    Locked    QAM256    3    747.0    -5.3    41.5    0    0
       5    Locked    QAM256    4    753.0    -4.4    42.1    0    0
       6    Locked    QAM256    5    759.0    -3.9    42.2    0    0
       7    Locked    QAM256    6    765.0    -4.6    41.8    0    0
       8    Locked    QAM256    7    771.0    -5.8    41.5    0    0
       9    Locked    QAM256    8    777.0    -5.4    41.6    504    148
       10    Locked    QAM256    25    117.0    -7.3    40.9    188632    399991
       11    Locked    QAM256    26    123.0    -7.3    40.9    167866    348076
       12    Locked    QAM256    27    129.0    -7.3    41.0    142134    313024
       13    Locked    QAM256    28    135.0    -7.4    40.8    130951    285937
       14    Locked    QAM256    30    147.0    -7.3    41.5    97071    223527
       15    Locked    QAM256    31    153.0    -7.2    41.6    82489    191858
       16    Locked    QAM256    32    159.0    -7.1    41.7    70608    167258
       17    Locked    QAM256    33    165.0    -7.0    41.9    71277    137151
       18    Locked    QAM256    34    171.0    -6.7    41.9    7953    12166
       19    Locked    QAM256    35    177.0    -6.7    42.1    7268    12198
       20    Locked    QAM256    36    183.0    -6.7    42.1    6581    11880
       21    Locked    QAM256    37    189.0    -6.2    42.3    5819    11096
       22    Locked    QAM256    38    195.0    -5.9    42.4    5291    10845
       23    Locked    QAM256    39    201.0    -5.8    42.4    4695    9900
       24    Locked    QAM256    40    207.0    -5.4    42.5    4552    9593
       25    Locked    QAM256    41    213.0    -5.4    42.6    4280    9301
       26    Locked    QAM256    42    219.0    -5.3    42.6    4143    8586
       27    Locked    QAM256    43    225.0    -5.3    42.7    4143    7656
       28    Locked    QAM256    44    231.0    -5.6    42.7    4030    6263
       29    Locked    QAM256    45    237.0    -5.5    42.8    3383    5500
       30    Locked    QAM256    46    243.0    -5.5    42.9    3151    3502
       31    Locked    QAM256    47    249.0    -5.6    41.7    2159    1762
       32    Locked    QAM256    48    255.0    -5.5    42.6    730    416
       33    Locked    OFDM PLC    159    300.0    -5.4    41.9    -1156224705    1401
       34    Locked    OFDM PLC    160    918.0    -6.7    40.2    -1918341627    0


       Upstream Bonded Channels             
      
       Channel    Lock Status    Channel Type    Channel ID    Symb. Rate (Ksym/sec)    Freq. (MHz)    Pwr (dBmV)
       1    Locked    SC-QAM    1    5120    16.9    47.5
       2    Locked    SC-QAM    2    5120    23.5    48.0
       3    Locked    SC-QAM    3    5120    29.9    47.5
       4    Locked    SC-QAM    4    5120    36.3    48.0
       5    Locked    OFDMA    6    44000    36.8    43.0

     

     

    • DannyS's avatar
      DannyS
      Moderator

      The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High Speed Internet services with other customers. This appears as if you may need for someone from us to look into your account personally.  We would be happy to help.  Please reach us on Twitter at CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with your service address with a link to this thread so we can get started.

      • Tomzee's avatar
        Tomzee
        New Contributor

        I'm Sorry DannyS but it seems to me we compare notes here trying to figure out what the problem may be.  I have the same problem as bassplayer and finally have the time to pursue the issue to find an answer.  For example my wifi drops intermittently no rhyme or reason and reboots also at the same time we can't control the contour box, I assume this should point to some issue.  I recently installed a Panoramic Wifi to update my equipment but my older system didn't have the same issue.  Open to suggestions, TX Tomzee

  • Lkenyon1's avatar
    Lkenyon1
    New Contributor

    My internet has been out since 10/26. I contact them and keep getting told there is an outage. They give me a time that it will be resolved but never is. Getting tired of this. I get no help when I contact them

    • ColleenD's avatar
      ColleenD
      Moderator

      Lkenyon1

       

      Members of our community won't be able to assist you with outage information. Please send an email to us at cox.help@cox.com with your full name and complete street address so we can look into what's going on in your area. 

  • bassplayer223's avatar
    bassplayer223
    New Contributor II

    I'd like to follow up after the technician service call.  The technician was able to locate and fix the issue and so far my internet has been solid.  The issue was the wiring in the main pain that feeds the line to my house.  Once he corrected the connection there everything was good again.

    We can mark this thread - solved or closed.

    Thank you everyone for your replies!!