Forum Discussion

CoxCustomer55's avatar
CoxCustomer55
New Contributor
5 years ago

Internet Issues

I have been fighting internet issues for a while now and have not been able to get any answers.

Internet will go down randomly sometimes for a few minutes, some times for most of a day.

If I chat in I am only told that I need a new modem (I actually replaced a modem to make a point but they really really really want me to pay monthly for that cox modem).

Here is what I am seeing on my modem.

Starting Frequency
<tabindex=-1>Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 789000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv4 only
<tabindex=-1>Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 2 789000000 Hz 0.2 dBmV 41.4 dB 627078678 8975 34517
2 Locked QAM256 1 783000000 Hz -0.2 dBmV 41.2 dB 631089379 8750 34933
3 Locked QAM256 30 957000000 Hz -4.5 dBmV 38.8 dB 626140423 10944 43302
4 Locked QAM256 3 795000000 Hz 0.0 dBmV 41.5 dB 632989739 11662 46027
5 Locked QAM256 4 801000000 Hz -0.5 dBmV 41.3 dB 632994291 11393 45387
6 Locked QAM256 9 831000000 Hz -1.7 dBmV 40.7 dB 633004561 10678 40920
7 Locked QAM256 10 837000000 Hz -1.8 dBmV 40.7 dB 633009034 10562 40388
8 Locked QAM256 11 843000000 Hz -2.1 dBmV 40.5 dB 633011788 10514 39606
9 Locked QAM256 12 849000000 Hz -2.4 dBmV 40.3 dB 633017618 10129 38985
10 Locked QAM256 17 879000000 Hz -3.0 dBmV 39.7 dB 633024673 9737 36073
11 Locked QAM256 18 885000000 Hz -3.2 dBmV 38.7 dB 633026198 9982 37588
12 Locked QAM256 19 891000000 Hz -2.9 dBmV 39.6 dB 633032052 9530 35472
13 Locked QAM256 20 897000000 Hz -2.7 dBmV 39.5 dB 633036520 9291 35732
14 Locked QAM256 21 903000000 Hz -2.8 dBmV 39.5 dB 327023156 26117 100163
15 Locked QAM256 22 909000000 Hz -3.5 dBmV 39.2 dB 128344988 14482 53372
16 Locked QAM256 25 927000000 Hz -4.8 dBmV 38.6 dB 330160238 19355 80776
17 Locked QAM256 26 933000000 Hz -4.2 dBmV 38.9 dB 633055593 8737 32894
18 Locked QAM256 27 939000000 Hz -4.0 dBmV 38.9 dB 633059612 8587 32613
19 Locked QAM256 28 945000000 Hz -4.1 dBmV 39.0 dB 633061117 9282 33549
20 Locked QAM256 29 951000000 Hz -4.3 dBmV 38.9 dB 633066459 8880 32664
21 Locked QAM256 33 357000000 Hz -2.3 dBmV 40.7 dB 560745300 4214 19769
22 Locked QAM256 34 363000000 Hz -1.7 dBmV 41.2 dB 561990976 9403 44584
23 Locked QAM256 35 369000000 Hz -0.8 dBmV 41.6 dB 632941475 24770 115411
24 Locked QAM256 36 375000000 Hz -0.8 dBmV 41.7 dB 632957308 23555 108854
25 Locked QAM256 37 381000000 Hz -0.9 dBmV 41.6 dB 632957502 23743 111813
26 Locked QAM256 38 387000000 Hz -0.9 dBmV 41.5 dB 632958938 24226 111575
27 Locked QAM256 41 405000000 Hz 0.2 dBmV 42.0 dB 550432016 17918 82742
28 Locked QAM256 42 411000000 Hz 0.2 dBmV 42.0 dB 632989642 22020 99347
29 Locked QAM256 43 417000000 Hz -0.1 dBmV 41.9 dB 632989481 22019 101554
30 Locked QAM256 44 423000000 Hz -0.3 dBmV 41.9 dB 632984971 22175 101071
31 Locked QAM256 45 429000000 Hz 0.2 dBmV 42.0 dB 632983485 23444 105846
32 Locked QAM256 46 435000000 Hz 0.3 dBmV 42.1 dB 632990211 21809 100254
<tabindex=-1>Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 19300000 Hz 45.0 dBmV
2 Locked ATDMA 2 25800000 Hz 45.0 dBmV
3 Locked ATDMA 3 32200000 Hz 46.0 dBmV
4 Locked ATDMA 4 38600000 Hz 46.0 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV
<tabindex=-1>Downstream OFDM Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0 159 300000000 Hz 4.5 dBmV 0.0 dB 1108 ~ 2987 442092458 3283838 193064
2 Not Locked 0 0 0 Hz 0.6 dBmV 0.0 dB 0 ~ 4095 0 0 0
<tabindex=-1>Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV
Current System Time: Fri May 01 22:43:04 2020
System Up Time: 3:52:46
connection issues
ConnectionLoss
connectivity
cox coxsupport
internet
  • CoxCustomer55's avatar
    CoxCustomer55
    New Contributor
    5 years ago

    The last time I posted about this I got a generic "please email cox support" message and they closed out my post.

  • CoxCustomer55's avatar
    CoxCustomer55
    New Contributor
    5 years ago

    I have a tech scheduled to come out tomorrow. This is a never ending cycle of untrained phone/chat support followed by equipment installers sent out as techs.

    • CoxCustomer55's avatar
      CoxCustomer55
      New Contributor
      5 years ago

      I did notice that direct connection to one of my computers (not something that I can sustain for anything other than testing) worked a little better and I did not have so many errors. Then I noticed that IPV6 was enabled on my desktop but not on my router.. I enabled IPV6 and it has been more stable however it is still not good. Something is definitely wrong here.

      • Zurq's avatar
        Zurq
        Contributor II
        5 years ago

        welcome to the club

        all these emails with countless pingplotter data, and still no fix.

  • CoxCustomer55's avatar
    CoxCustomer55
    New Contributor
    5 years ago

    I just had a tech leave my location.. He replaced the line from the pole to my house. He said that it tested good but he could see that it was old and probably was causing some issues.

    After the replacement my modem just booted up with similar power levels however there are no uncorrectable codewords in my modem.. I have never seen this before.. OFDM  still has a few but that should not cause an issue. I'll have to keep an eye on it.

    Starting Frequency
    <tabindex=-1>Startup Procedure
    Procedure Status Comment
    Acquire Downstream Channel 957000000 Hz Locked
    Connectivity State OK Operational
    Boot State OK Operational
    Security Enable BPI+
    IP Provisioning Mode Honor MDD IPv4 only
    <tabindex=-1>Downstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
    1 Locked QAM256 30 957000000 Hz -3.7 dBmV 38.5 dB 11347297 0 0
    2 Locked QAM256 1 783000000 Hz 0.6 dBmV 41.3 dB 10431135 0 0
    3 Locked QAM256 2 789000000 Hz 1.0 dBmV 41.3 dB 10434974 0 0
    4 Locked QAM256 3 795000000 Hz 0.9 dBmV 41.3 dB 10439047 0 0
    5 Locked QAM256 4 801000000 Hz 0.4 dBmV 41.1 dB 10442584 0 0
    6 Locked QAM256 9 831000000 Hz -0.8 dBmV 40.5 dB 10446640 0 0
    7 Locked QAM256 10 837000000 Hz -0.9 dBmV 40.5 dB 10450246 0 0
    8 Locked QAM256 11 843000000 Hz -1.4 dBmV 40.4 dB 10453613 0 0
    9 Locked QAM256 12 849000000 Hz -1.5 dBmV 40.1 dB 10457863 0 0
    10 Locked QAM256 17 879000000 Hz -2.2 dBmV 39.6 dB 10461471 0 0
    11 Locked QAM256 18 885000000 Hz -2.4 dBmV 39.5 dB 10465569 0 0
    12 Locked QAM256 19 891000000 Hz -2.1 dBmV 39.6 dB 10468851 0 0
    13 Locked QAM256 20 897000000 Hz -1.9 dBmV 39.5 dB 10472504 0 0
    14 Locked QAM256 21 903000000 Hz -2.0 dBmV 39.3 dB 10476411 0 0
    15 Locked QAM256 22 909000000 Hz -2.7 dBmV 39.0 dB 10480285 0 0
    16 Locked QAM256 25 927000000 Hz -3.9 dBmV 38.6 dB 10483557 0 0
    17 Locked QAM256 26 933000000 Hz -4.0 dBmV 38.4 dB 10487495 0 0
    18 Locked QAM256 27 939000000 Hz -3.7 dBmV 38.6 dB 10491202 0 0
    19 Locked QAM256 28 945000000 Hz -3.3 dBmV 38.8 dB 10495098 0 0
    20 Locked QAM256 29 951000000 Hz -3.4 dBmV 38.7 dB 10498701 0 0
    21 Locked QAM256 33 357000000 Hz -1.5 dBmV 40.4 dB 10502485 0 0
    22 Locked QAM256 34 363000000 Hz -0.6 dBmV 41.2 dB 10505995 0 0
    23 Locked QAM256 35 369000000 Hz 0.3 dBmV 41.6 dB 10509860 0 0
    24 Locked QAM256 36 375000000 Hz 0.3 dBmV 41.7 dB 10513139 0 0
    25 Locked QAM256 37 381000000 Hz 0.1 dBmV 41.5 dB 10517241 0 0
    26 Locked QAM256 38 387000000 Hz 0.2 dBmV 41.7 dB 10520830 0 0
    27 Locked QAM256 41 405000000 Hz 1.2 dBmV 41.9 dB 10524763 0 0
    28 Locked QAM256 42 411000000 Hz 1.2 dBmV 41.9 dB 10528470 0 0
    29 Locked QAM256 43 417000000 Hz 0.9 dBmV 41.9 dB 10531231 0 0
    30 Locked QAM256 44 423000000 Hz 0.7 dBmV 41.9 dB 10534493 0 0
    31 Locked QAM256 45 429000000 Hz 1.1 dBmV 42.1 dB 10536013 0 0
    32 Locked QAM256 46 435000000 Hz 1.3 dBmV 42.0 dB 10536822 0 0
    <tabindex=-1>Upstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power
    1 Locked ATDMA 1 19300000 Hz 45.0 dBmV
    2 Locked ATDMA 2 25800000 Hz 45.5 dBmV
    3 Locked ATDMA 3 32200000 Hz 46.0 dBmV
    4 Locked ATDMA 4 38600000 Hz 44.5 dBmV
    5 Not Locked Unknown 0 0 Hz 0.0 dBmV
    6 Not Locked Unknown 0 0 Hz 0.0 dBmV
    7 Not Locked Unknown 0 0 Hz 0.0 dBmV
    8 Not Locked Unknown 0 0 Hz 0.0 dBmV
    <tabindex=-1>Downstream OFDM Channels
    Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
    1 Locked 0, 2, 3 159 300000000 Hz 5.4 dBmV 42.0 dB 1108 ~ 2987 9992400 1028839 0
    2 Not Locked 0 0 0 Hz 1.4 dBmV 0.0 dB 0 ~ 4095 0 0 0
    <tabindex=-1>Upstream OFDMA Channels
    Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
    1 Not Locked Unknown 0 0 Hz 0 dBmV
    2 Not Locked Unknown 0 0 Hz 0 dBmV