Forum Discussion

lrios80's avatar
lrios80
New Contributor
7 years ago

Internet keeps getting disconnected throughout the day.

For the past month, my internet keeps getting disconnected at random times thorughout the day. 

When it disconnects, the modem lights (except the power) start blinking like it just did a restart. I use an Arris SB6190 modem connected to a splitter. 

I have tried 2 other splitters (and a signal booster) and get the same results. Connecting the modem directly to the cable and bypassing the splitter usually works a little better, but will still disconnect (though not as often).

When the connection is working, there appears to be a lot of noise on the line. Here is a sample of what I see at 192.168.100.1 when using a splitter:

And this is what I get when bypassing the splitter:

The first screenshot shows what it looks like right before I lose connection. The screenshot is soon after I bypass the splitter.

Is this a problem with my modem or a problem with the connection coming in from the outside?

Thanks.

  • jhoeffel1's avatar
    jhoeffel1
    New Contributor
    7 years ago

    I have been getting the same issues for the past few weeks.  I work from home and this is unacceptable. I've tried chatting with support about this but there apparently is no way to start chat even though the website says it is available.  Does any support person from Cox have an idea what may be causing this in my area?  On a possibly related note, there were outages for my area for 2 weekends in a row last month, and the problems started happening after that.

    • LisaH's avatar
      LisaH
      Moderator
      7 years ago
      Hi Jhoeffel1. We can assist you via Facebook, Twitter or via email. To get assistance with your internet issue, please email your complete address and name on the account along with the description of what you are experiencing and we will be glad to help you. Thanks, Lisa - Cox Support Forums Moderator
      • jhoeffel1's avatar
        jhoeffel1
        New Contributor
        7 years ago

        Hello Lisa, how am I supposed to contact Cox without using Twitter?  I don't see any e-mail address to send this info to, can you please tell me what that is.

  • LisaH's avatar
    LisaH
    Moderator
    7 years ago
    Hi Lrios80. We can certainly assist you further. Please send email to cox.help@cox.com with your complete address and name on the account as well as the attachments that you sent and we will be glad to assist you in getting this fixed. Thanks, Lisa - Cox Support Forums Moderator
  • gewilt's avatar
    gewilt
    New Contributor
    7 years ago

    I am having the same issues ever since I upgraded my internet service and got the new box. Like this post my internet randomly resets and restarts throughout the day. Really bothersome

    • EricaW's avatar
      EricaW
      Former Moderator
      7 years ago
      Hi, Gewilt. We'd like to help. Please send an email to cox.help@cox.com where you can tell us more about how the lights on the modem behave, when that happens.

      Erica
      Cox Support Forums Moderator
  • JustNeedReliabl's avatar
    JustNeedReliabl
    New Contributor
    7 years ago

    I have that same issue. I've purchased several Routers, a new 3.1 cable modem (Arris Panaromic modem) but it still drops my connection right in the middle of gaming. This has caused several suspensions from multiplayer games and left a reputation that I leave during play. I get the same excuse on the phone that a technician needs to come look at the lines. Well I've had several technicians come to my house over the last 5 months. They all do something but I still suffer from disconnects. One technician said it was my router that was bad, but I just pulled it out of the box. Then he switched to maybe there is an issue beyond our house because the line from my modem to wherever tested good. I don't know what to do because Cox is the only one that can bring high-speed internet to my neighborhood.

    I got to cable modem status page and I see the following items when I get a disconnect (Removed anything referencing a mac/HW address):

    9-5-2018, 14:33:16 Warning(5) "Dynamic Range Window violation"
    9-5-2018, 14:33:16 Warning(5) "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;"
    9-5-2018, 14:33:15 Critical(3) "No Ranging Response received - T3 time-out;"
    9-5-2018, 14:33:9 Notice(6) "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 .;"
    9-5-2018, 14:33:2 Notice(6) "TLV-11 - unrecognized OID;"
    1-1-1970, 0:1:16 Warning(5) "DHCP WARNING - Non-critical field invalid in response ;"
    1-1-1970, 0:1:14 Notice(6) "Honoring MDD; IP provisioning mode = IPv4"
    1-1-1970, 0:0:55 Critical(3) "No Ranging Response received - T3 time-out;"
    1-1-1970, 0:0:20 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;"
    9-5-2018, 14:31:23 Critical(3) "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;"
    9-5-2018, 14:31:7 Critical(3) "Unicast Ranging Received Abort Response - Re-initializing MAC;"
    9-5-2018, 14:31:6 Critical(3) "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;"
    9-5-2018, 14:29:23 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;"
    9-5-2018, 14:0:11 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;"
    9-5-2018, 12:25:40 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;"
    9-5-2018, 12:11:1 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;"
    9-5-2018, 11:45:43 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;"
    9-5-2018, 11:9:53 Critical(3) "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;"
    1-1-1970, 0:0:20 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;"
    1-1-1970, 0:7:37 Critical(3) "No Ranging Response received - T3 time-out;"
    1-1-1970, 0:6:10 Critical(3) "No Ranging Response received - T3 time-out;"
    1-1-1970, 0:4:46 Critical(3) "No Ranging Response received - T3 time-out;"
    1-1-1970, 0:3:11 Critical(3) "No Ranging Response received - T3 time-out;"
    1-1-1970, 0:1:49 Critical(3) "No Ranging Response received - T3 time-out;"
    1-1-1970, 0:0:20 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;"
    9-5-2018, 10:54:56 Critical(3) "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;"
    9-5-2018, 10:54:51 Critical(3) "No Ranging Response received - T3 time-out;"
    9-5-2018, 10:54:42 Critical(3) "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;"
    9-5-2018, 10:52:57 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;"
    9-5-2018, 10:30:3 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;"
    9-5-2018, 6:10:27 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;"

    • Becky's avatar
      Becky
      Moderator
      7 years ago
      Hi JustNeedReliableInternet, your modem is reporting a high number of T3 and uncorrectable errors. I'm glad you have a service call scheduled for this afternoon. Please let us know how it goes! -Becky, Cox Support Forums Moderator