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xlnlif's avatar
xlnlif
New Contributor
6 years ago

Internet is not stable - Cox recommended replacing modem still having issues

The whole house started dropping 12/28 at about 4pm.  The router is an AC1750 Archer C7 v1 (bought 2014) the modem was a SB6141 (bought 2013) but Cox recommended replacing it so I did - to a SB6183.  I have a new router arriving tomorrow, so maybe it's the C7 but the modem has some interesting log data below - I removed the MAC address.  I also added the signal data as well.
Can anyone help as Cox is scheduled to test the node but it's going to cost $75.  Is there a way I can test? 

Thank you in advance for any recommendations.
Time Priority Description
Wed Jan 02 01:24:35 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Wed Jan 02 01:23:48 2019 Notice (6) TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4
Mon Dec 31 15:16:54 2018 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Mon Dec 31 15:15:29 2018 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Here are the signals.
Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 2 789000000 Hz -5.9 dBmV 40.0 dB 368 85
2 Locked QAM256 1 783000000 Hz -6.7 dBmV 39.9 dB 7351 26263
3 Locked QAM256 3 795000000 Hz -7.0 dBmV 39.7 dB 367 196
4 Locked QAM256 4 801000000 Hz -8.7 dBmV 39.3 dB 363 39
5 Locked QAM256 5 807000000 Hz -8.4 dBmV 39.3 dB 434 364
6 Locked QAM256 6 813000000 Hz -7.3 dBmV 39.6 dB 291 45
7 Locked QAM256 7 819000000 Hz -6.8 dBmV 39.8 dB 298 31
8 Locked QAM256 8 825000000 Hz -7.2 dBmV 39.7 dB 235 62
9 Locked QAM256 17 879000000 Hz -8.2 dBmV 39.3 dB 268 28
10 Locked QAM256 18 885000000 Hz -8.1 dBmV 39.5 dB 295 33
11 Locked QAM256 19 891000000 Hz -9.2 dBmV 39.3 dB 186 14
12 Locked QAM256 20 897000000 Hz -9.7 dBmV 39.2 dB 248 18
13 Locked QAM256 21 903000000 Hz -9.4 dBmV 39.3 dB 18132 17011
14 Locked QAM256 22 909000000 Hz -9.9 dBmV 39.0 dB 36864 41259
15 Locked QAM256 23 915000000 Hz -10.5 dBmV 38.8 dB 861 3040
16 Locked QAM256 24 921000000 Hz -10.2 dBmV 38.9 dB 1005 3666

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 23500000 Hz 44.5 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 16900000 Hz 44.4 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29900000 Hz 45.9 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 46.5 dBmV
ConnectionLoss
Internet Connection
modem
network
router
  • Bruce's avatar
    Bruce
    Honored Contributor III
    6 years ago

    Your specs look good.  Cox recommended replacing your previous SB6141 because it only supported 8 down channels.  Your new modem is obviously using 16.  Are wired connections dropping?

    • xlnlif's avatar
      xlnlif
      New Contributor
      6 years ago

      Thanks for the reply, Bruce.  Indeed all wired connections are dropping as well.  I suspect my router as the modem lights look good and the modem replacement didn't appear to change anything. It has been a stable router so I was surprised that 4 years I have to replace it.  I am using a new cat cable linking the router to the modem as I suspected that could have been the issue. 

      Unfortunately, as we are using the lower tier internet the 16x4 didn't change down/up speeds but if we upgrade, we're ready to go. 

      • Bruce's avatar
        Bruce
        Honored Contributor III
        6 years ago

        Well, you don't know if your speeds improved because something is not right.

        A 4-year-old router is too young to die.  You already have a new router in the mail, so why not reset your current router.  Not reboot but reset to factory defaults.  New Cat cable?  Cat what?