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csqrd757's avatar
csqrd757
New Contributor II
2 years ago

Internet outages wreaks havoc on VPN connections

This is a follow-up post as it seems my original post is locked for updates.   I often loose my connection which only lasts for several minutes up to an hour or so.   I am working from home using VPN and a couple minute outage will result in the VPN terminating.   I opened a ticket with COX and they replaced my coax running from the house to the the tap outside and stated they also replaced a component in the tap.   However,  I still experience outages.  I am posting my modem  logs in hopes that someone can review and provide a recommendation as to the root of the problem?

Thanks

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.

Top of Form

 

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

256QAM

29

903.00 MHz

-2.80 dBmV

37.36 dB

385069

1794108

2

Locked

256QAM

9

783.00 MHz

-0.50 dBmV

37.64 dB

146898

44701

3

Locked

256QAM

10

789.00 MHz

-0.90 dBmV

37.36 dB

147052

41571

4

Locked

256QAM

11

795.00 MHz

-1.40 dBmV

37.36 dB

145868

39576

5

Locked

256QAM

12

801.00 MHz

-2.60 dBmV

37.64 dB

146245

37172

6

Locked

256QAM

13

807.00 MHz

-3.80 dBmV

37.36 dB

143888

29705

7

Locked

256QAM

14

813.00 MHz

-3.70 dBmV

37.36 dB

140054

26351

8

Locked

256QAM

15

819.00 MHz

-4.00 dBmV

37.36 dB

136900

24781

9

Locked

256QAM

16

825.00 MHz

-4.70 dBmV

36.39 dB

133912

23104

10

Locked

256QAM

17

831.00 MHz

-4.60 dBmV

36.61 dB

131146

21034

11

Locked

256QAM

18

837.00 MHz

-3.80 dBmV

37.36 dB

124720

18624

12

Locked

256QAM

19

843.00 MHz

-3.90 dBmV

37.64 dB

121785

16964

13

Locked

256QAM

20

849.00 MHz

-4.70 dBmV

36.61 dB

118409

16159

14

Locked

256QAM

21

855.00 MHz

-3.80 dBmV

37.36 dB

113816

15485

15

Locked

256QAM

22

861.00 MHz

-3.60 dBmV

37.36 dB

111314

14057

16

Locked

256QAM

23

867.00 MHz

-4.40 dBmV

36.61 dB

106349

13993

17

Locked

256QAM

24

873.00 MHz

-4.60 dBmV

36.39 dB

112914

71318

18

Locked

256QAM

25

879.00 MHz

-4.10 dBmV

36.61 dB

178590

342506

19

Locked

256QAM

26

885.00 MHz

-4.00 dBmV

36.61 dB

516537

2095976

20

Locked

256QAM

27

891.00 MHz

-4.30 dBmV

36.39 dB

126750

122243

21

Locked

256QAM

28

897.00 MHz

-3.40 dBmV

37.64 dB

93058

18920

22

Locked

256QAM

30

909.00 MHz

-3.20 dBmV

37.36 dB

590716

3136217

23

Locked

256QAM

31

915.00 MHz

-2.60 dBmV

37.36 dB

1095897

5620291

24

Locked

256QAM

32

921.00 MHz

-2.00 dBmV

38.61 dB

2889497

17273329

25

Locked

256QAM

33

927.00 MHz

-2.30 dBmV

37.90 dB

108056

482915

26

Locked

256QAM

34

933.00 MHz

-2.30 dBmV

37.60 dB

76276

25344

27

Locked

256QAM

35

939.00 MHz

-1.90 dBmV

37.60 dB

73798

25054

28

Locked

256QAM

36

945.00 MHz

-1.80 dBmV

37.90 dB

70185

19172

29

Locked

256QAM

37

951.00 MHz

-2.10 dBmV

37.30 dB

68195

21809

30

Locked

256QAM

38

957.00 MHz

-2.40 dBmV

36.40 dB

71177

23922

31

Locked

256QAM

39

963.00 MHz

-1.50 dBmV

36.90 dB

63878

21093

32

Locked

256QAM

40

969.00 MHz

-0.80 dBmV

36.90 dB

62724

19128

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

3

5120 kSym/s

30.30 MHz

37.25 dBmV

2

Locked

ATDMA

4

5120 kSym/s

36.70 MHz

38.75 dBmV

3

Locked

ATDMA

2

5120 kSym/s

23.90 MHz

35.75 dBmV

4

Locked

ATDMA

1

5120 kSym/s

17.40 MHz

36.25 dBmV

 

 

Event Log

The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Top of Form

Time

Priority

Description

Wed May 03 05:31:38 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 05:38:19 2023

3

No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 05:41:50 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 05:44:58 2023

3

No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 05:52:01 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 05:52:58 2023

3

No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 05:57:06 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 06:23:54 2023

3

No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 06:27:40 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 07:47:07 2023

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 07:52:13 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 07:57:18 2023

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 08:02:24 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 08:32:57 2023

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 08:40:37 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 08:48:13 2023

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 08:51:32 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 09:18:47 2023

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 09:22:59 2023

5

RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

Wed May 03 11:10:47 2023

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

cable modem
ConnectionLoss
cox internet
modem

10 Replies

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  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    2 years ago

    First, your original post was locked due to inactivity. All threads get locked after 30 days or 1 month(not sure which) so keep that in mind with updates. I had to "bump" a couple of my threads to keep them alive.

    As for your issue, the first thing I see is you are still using a SB6190, which is a known bad modem because of a CPU problem. Not saying it is causing your issues, since AFAIK the Puma 6 issue causes latency problems not signal errors, but it's something to note. If nothing else, Cox will push back on you having a "bad modem" or "old modem" if you escalate it. They might even try to up sale you to their Panoramic gateway.

    With that said, was the technician that came out a contractor? It sounds like the technicians are playing whack-a-mole replacing wiring and not tracking the ingress/noise. It requires a special meter and training. You might need a FCC complaint to get the case escalated to maintenance for the right technician. Before you do that, I suggest having a new D3.1 modem on hand so you can prove the problem happens with a new modem too.

    • csqrd757's avatar
      csqrd757
      New Contributor II
      2 years ago

      The technician that came out was a contractor.  You cannot specify who you want as you get who is available.  I will be ordering the Arris S33 tonight.  Hopefully that fixes the issue but I am a little skeptical.  If the modem does not fix the issue I will be switching to Fios.   Thanks for the quick reply.

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        2 years ago

        I don't think replacing the modem will fix the problem. I only suggested it to keep Cox from using that as a excuse. It stinks that it doesn't automatically escalate to a Field supervisor after so many appointments. It used to when I worked there. Now it seems a FCC complaint is required to light a fire under Cox's butt. If FIOS is in your area, I can see why you would want to switch. I assume Cox doesn't offer fiber in your area?