Forum Discussion

SystemsEngineer's avatar
SystemsEngineer
New Contributor
3 years ago

Multiple random dropouts throughout the day for the last several weeks.

Need some help here.  3mo old Motorola MB8611 that was replaced due to the old modem experiencing the same daily random Internet dropouts (multiple times a day and lasting 5-7min.)  Seems like it is worse when there has been rain or it is raining.  I'm just guessing that there are issues somewhere down the cable line since the last time I had a tech out they found water in one of the connections on a neighbors power pole. It could also have something to do with the line from the pole that they replaced several years ago (replaced an above ground with a buried temporary line and never came back to put it in conduit which I know it is only about 3" deep.)  Don't get me started down that road, I mention it every time I call and I get no where with my complaint.

See if these connection and event logs mean anything to anyone:

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 21 903.0 -6.0 37.0 0 0
   2 Locked QAM256 1 783.0 -4.9 37.3 0 0
   3 Locked QAM256 2 789.0 -6.1 36.8 0 0
   4 Locked QAM256 3 795.0 -5.4 37.3 0 0
   5 Locked QAM256 4 801.0 -5.7 37.2 0 0
   6 Locked QAM256 5 807.0 -5.6 37.3 0 0
   7 Locked QAM256 6 813.0 -4.5 37.7 0 0
   8 Locked QAM256 7 819.0 -5.0 37.9 0 0
   9 Locked QAM256 8 825.0 -4.3 38.2 0 0
   10 Locked QAM256 9 831.0 -4.3 38.0 0 0
   11 Locked QAM256 10 837.0 -4.3 37.8 0 0
   12 Locked QAM256 11 843.0 -4.2 37.9 0 0
   13 Locked QAM256 12 849.0 -4.3 38.0 0 0
   14 Locked QAM256 13 855.0 -4.4 37.9 0 0
   15 Locked QAM256 14 861.0 -4.8 37.9 0 0
   16 Locked QAM256 15 867.0 -4.9 37.7 0 0
   17 Locked QAM256 16 873.0 -5.4 37.5 0 0
   18 Locked QAM256 17 879.0 -5.4 37.3 0 0
   19 Locked QAM256 18 885.0 -5.8 37.1 0 0
   20 Locked QAM256 19 891.0 -6.0 37.3 0 0
   21 Locked QAM256 20 897.0 -6.1 37.0 0 0
   22 Locked QAM256 22 909.0 -5.9 36.8 0 0
   23 Locked QAM256 23 915.0 -5.7 36.9 0 0
   24 Locked QAM256 24 921.0 -5.4 37.0 0 0
   25 Locked QAM256 25 927.0 -5.7 36.7 0 0
   26 Locked QAM256 26 933.0 -4.9 37.3 0 0
   27 Locked QAM256 27 939.0 -5.0 37.2 0 0
   28 Locked QAM256 28 945.0 -4.5 37.4 0 0
   29 Locked QAM256 29 951.0 -4.3 37.4 0 0
   30 Locked QAM256 30 957.0 -4.4 37.3 0 0
   31 Locked QAM256 31 963.0 -4.6 37.3 0 0
   32 Locked QAM256 32 969.0 -4.6 37.3 0 0
   33 Locked OFDM PLC 159 300.0 5.2 42.6 16131867

0
Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 17.4 42.5
   2 Locked SC-QAM 2 5120 23.9 43.0
   3 Locked SC-QAM 3 5120 30.3 44.0
   4 Locked SC-QAM 4 5120 36.7 45.0

Time    Priority    Description 
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:00:00:00:00:00;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=00:40:36:73:71:8e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   UCD invalid or channel unusable;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;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=00:40:36:73:71:8e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    19:42:22
Mon Feb 22 2021		   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;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=00:40:36:73:71:8e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;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=00:40:36:73:71:8e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:37:51
Thu May 6 2021		   Critical (3)   SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    00:38:32
Thu May 6 2021		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    00:38:42
Thu May 6 2021		   Critical (3)   No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    00:38:52
Thu May 6 2021		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    00:39:12
Thu May 6 2021		   Critical (3)   No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    00:39:12
Thu May 6 2021		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    00:39:23
Thu May 6 2021		   Critical (3)   No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    00:39:32
Thu May 6 2021		   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;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=00:40:36:73:71:8e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   DHCP FAILED - Discover sent, no offer received;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;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=00:40:36:73:71:8e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    00:01:27
Fri May 7 2021		   Critical (3)   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;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=00:40:36:73:71:8e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    11:58:29
Mon May 10 2021		   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;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=00:40:36:73:71:8e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv4
    17:18:05
Fri May 21 2021		   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    17:18:05
Fri May 21 2021		   Notice (6)   TLV-11 - unrecognized OID;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    17:18:10
Fri May 21 2021		   Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
    17:18:15
Fri May 21 2021		   Warning (5)   REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=00:40:36:73:71:8e;CMTS-MAC=00:a3:d1:5d:22:3e;CM-QOS=1.1;CM-VER=3.1;
bad service
connection issues
Cox
coxsupport
Internet Connection

3 Replies

Sort By
  • Allan's avatar
    Allan
    Moderator
    3 years ago
    @Systems Engineer. It looks like we will need to take a closer look at this internet issue for you. Please send us an email with your full name, address, and a brief description of this concern to cox.help@cox.com. -Allan, Cox Support Forums Moderator.
  • Nola504's avatar
    Nola504
    New Contributor
    3 years ago

    I am having random dropout for the last few weeks.  It has worsen the last few days and is currently down now.  I have had Router, modem and cable ends replaced.  Two service technicians have came out and still no solution.  

    • SharonL's avatar
      SharonL
      Former Moderator
      3 years ago
      Hello Nola,

      I am sorry to hear you are experiencing issues with your internet. This appears as if you may need someone to investigate your account personally. We would be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.
       
      Sharon
      Cox Support Forum Moderator