Forum Discussion

sniffs's avatar
sniffs
New Contributor
4 years ago

Is service down in 92604?

So, I, like many others, got the email about being moved to 500/10. I thought well, I don't have a DOCSIS 3.0 modem, I have the Motorola MB8600 which is Docsis3.1

I sign into my account and for some reason, my account was configured for an Arris Docsis 3.0 modem. Service had worked relatively well on 300/35, hardly any issues, weeks/months of near-perfect uptime... until I ask them to fix my account and switch to Gigablast.

I ask Cox to fix my modem to the MB8600, so they do. I ask Cox since I have a 3.1 modem if I can keep 300/35 and was told no. I asked what plan has 35 up and was told Gigablast.

I moved to Gigablast like 1-2 months ago and it has been the absolute worst experience for any ISP I've ever had. I've not had a single solitary 7 day period where my internet hasn't dropped numerous times.

So yesterday at about noon service goes out, I check the mobile app and sure enough, confirmed outage. It's now 24 hours later and my modem still won't connect to Cox's service yet the mobile app says everything is good. Can't talk with Chat either, is it turned off?

#help

7 Replies

  • sniffs's avatar
    sniffs
    New Contributor

    My modem is reporting this over and over,

    16:54:34
    Thu Apr 29 2021
      Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
        16:54:54
    Thu Apr 29 2021
      Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
        16:54:54
    Thu Apr 29 2021
      Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
        16:55:14
    Thu Apr 29 2021
      Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
        16:55:14
    Thu Apr 29 2021
      Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
        Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
  • sniffs's avatar
    sniffs
    New Contributor

    My modem is reporting this over and over.

       16:54:54
    Thu Apr 29 2021
      Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
        16:55:14
    Thu Apr 29 2021
      Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
        16:55:14
    Thu Apr 29 2021
      Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=84:8a:8d:32:c7:98;CM-QOS=1.1;CM-VER=3.1;
        Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:4e:b6:43;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    • Dave9's avatar
      Dave9
      Contributor III

      This indicates that the modem is losing signal completely. Can you post the signal page from the web interface showing all columns including downstream and upstream channels?

      • sniffs's avatar
        sniffs
        New Contributor
        Startup Sequence    
           Startup Step Status Comment

          
           Acquire Downstream Channel Not Available In Progress
          
           Upstream Connection In Progress Not Ready
          
           Boot State In Progress Not Ready

          
           Configuration File In Progress
          
           Security Disabled Disabled
          



           Connection Status    
           System Up Time 0 days 01h:12m:23s  
          
           Network Access Denied  
          



           Downstream Bonded Channels  
          
           Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
           1 Not Locked Unknown 0 0 0.0 0.0 0 0



           Upstream Bonded Channels  
          
           Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
           1 Not Locked Unknown 0 0 0.0 0.0



           Downstream Frequency Setting    
           Downstream Frequency Select   
          



           LAG Enable/Disable    
           LAG(Link Aggregation Group, or Ethernet Port Bonding)   Disable  Enable      
  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    @sniffs

    I apologize for the frustration you’ve been experiencing with your Cox services and I want to help. If you can email your full name and the street address on your Cox account cox.help@cox.com, I’ll be happy to investigate.


    Jonathan J
    Cox Moderator