Forum Discussion

Rey71's avatar
Rey71
New Contributor II
6 years ago

Internet keeps dropping randomly

Hi, I am trying to figure what is going on with my connection as it keeps dropping randomly throughout the day. 

I spoke to tech support yesterday and they said my line appears to be fine. They also said my line speed was automatically increased to 200mbps. I am wondering if that could be the issue if my modem can not handle that speed and or if the line would have to be reprovisioned. 

Modem: Arris 6183

Router: TP LInk Archer C7 

When the internet goes off the router lights remain on and blinking and the cable modem loses all light. It's kind of hard to find out which one is causing the issues router or modem. (Firmware on router is kept up to date) I was looking at the details in the modem and not sure what any of this means. I had some T4 issues

Time Priority Code Message
Jun 02 2019 17:49:14 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 17:49:14 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 17:24:06 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 17:24:06 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 17:12:49 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 17:12:49 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 17:12:01 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 17:10:32 5-Warning T202.0 Lost MDD Timeout;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 17:10:30 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 17:10:07 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 14:43:38 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 14:43:38 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot from SNMP ;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 14:17:40 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 14:17:40 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jun 02 2019 14:16:49 3-Critical R04.0

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=a0:f8:49:6a:dc:f0;CM-QOS=1.1;CM-VER=3.0;

Here is signal strength

 

Downstream Bonding Channel Value
Channel ID 33  34  35  36  37  38  39  40 
Frequency 357000000 Hz  363000000 Hz  369000000 Hz  375000000 Hz  381000000 Hz  387000000 Hz  393000000 Hz  399000000 Hz 
Signal to Noise Ratio 37 dB  37 dB  37 dB  37 dB  37 dB  37 dB  37 dB  37 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-3 dBmV   -2 dBmV   -3 dBmV   -3 dBmV   -3 dBmV   -3 dBmV   -3 dBmV   -3 dBmV  

Upstream Bonding Channel Value
Channel ID
Frequency 36800000 Hz  30400000 Hz  24000000 Hz  17600000 Hz 
Ranging Service ID 3747  3747  3747  3747 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 44 dBmV  44 dBmV  44 dBmV  44 dBmV 
Upstream Modulation [3] 16QAM
[3] 64QAM
 
[3] 16QAM
[3] 64QAM
 
[3] 16QAM
[3] 64QAM
 
[3] 16QAM
[3] 64QAM
 
Ranging Status Success  Success  Success  Success 

Signal Stats (Codewords) Bonding Channel Value
Channel ID 33  34  35  36  37  38  39  40 
Total Unerrored Codewords 2901508337  2901516609  2901524877  2901539876  2901504977  2901502500  2901506203  2901505000 
Total Correctable Codewords 43  44  51  10  16  40  46  32 
Total Uncorrectable Codewords 859  764  671  711  1477  720  1516  1461 

1 Reply

  • Karen_R's avatar
    Karen_R
    Former Moderator
    Hello Rey1871,

    Thank you for reaching out to Cox Forum Support. So that we can take a look into this issue please email cox.help@cox.com. Please include the forum post, your full name, and address. We will reply back once we receive the email. Thanks



    Karen
    Cox Support Forum Moderator