What model modem do you have? I don't recognize that last screen and I am somewhat familiar with Arris modems.
As for the logs, hard to read them all because of the pictures resolution, but I do see many T4 errors. That is caused by noise on the upstream. It's impossible for a customer to see the upstream SNR. Only Cox can see that. That is probably more a sign of your issue then the correctable errors. Just FYI so you don't go barking up the wrong tree.
I have an Arris S33v2. The last screenshot is from the router plugged directly into the modem, reporting on the WAN interface.
Several people have mentioned the T4 errors indicating that noise on the upstream is likely the issue. This I can completely believe. Here's the deal - I just got off the phone with someone from "Cox corporate", and she said everything looks perfect on their end. Nothing whatsoever so it must be in my house.
I've been a network engineer in an earlier part of my life, and I told her all the tests I've run, and that I'm doing tests directly from the device plugged into the modem (router or laptop) and everything looks fine on my end, so where do we go from here? They've been completely dismissive of the event log errors, which are now including " RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW" and " Dynamic Range Window violation" errors.
Ohh, so it was a page on your router. I saw the Arris tag on top so thought it was your modem. I guess that was the bottom of the previous picture.
I used to work for Cox about 10+ years ago. Back then they had a program that would show you event errors like the logs do. They stopped using it and switched to a different program which I don't think gives the same detail. They are probably just looking at the signal levels and going "Yup, those are good". They have to dig deeper.
Do you know anything how the coax gets to your modem from the street? You mentioned a HOA. Is that for a condo or apartment complex or a normal house? I just wonder if there is some kind of equipment like a line amp or distribution panel, maybe your own node, that is having a problem. Also, I wonder if there is finger pointing between Cox and the HOA on who should pay to fix the problem long term. As long as you have ruled out all your internal wiring, I say file another FCC complaint.
Yeah, there's a distribution box literally across the street in their front yard and these are all single family homes. I'll be escalating with the HOA as well. Cox has supposedly put in a work order for me to get a Panorama modem at no cost. I'd prefer my own equipment but may try theirs for a bit - at least to see if my Arris modem could be an issue. That said I just rebooted it again and channel 160 isn't coming up - similar to the behavior last time I reported to Cox - and they fixed it on their end. It may well take another FCC complaint to get a serious look.
Hi, there. I'm so sorry for the issues with our service. I want to help. Please email us at cox.help@cox.com with your full name, complete street address, the details of your concern and a link to this post. We look forward to receiving your email so that we may assist you.
Yup, they phased out edgehealth, unfortunately. It had a LOT of great information. You could also pull up the node and check the modems connected to it. Nowadays they are using a monkeyscript called solution center, which I believe was the worst mistake they could have made, since they are relying on it, instead of training their Tier 1 in how to actually troubleshoot, and utilize technical knowledge.
It's possible to have errors, and have good levels. If there is something getting in, ingress/ emi /rf, it can cause issues like that. BTW, so can a bent cable.
the FIRST thing I would do, is replace the cable from the modem to the wall if you can. Powercycle the modem then give it about 5 minutes and then check the levels and the errors.
Thanks but that's all been done. There's an issue with the line outside the house, Cox has confirmed, now we're just waiting for them to fix it.
