Over a Year of Internet Issues

Question

Hello,
I moved into my current house February of 2022. Since I moved here I have had nothing but issues with my internet services. I have had probably 15+ technicians out as of now and my problem continues. The last "maintenance technician" that came out was the first person to actually resolve the issue for about 2 months but as of this last weekend (04/07) the problem has now been happening again every day multiple times a day.
Issue:
My internet will drop anywhere from a second to 5 minutes. Looking at my modem either everything will look normal, the uplink light will start blinking, the downlink light will start blinking, or the entire modem will restart. Today alone I have had 20 internet disconnects.The issue seems to be with the signal coming into my house... My modem is reporting constant Correctable and Uncorrectable errors on it. I went over a month without a single error on my modem after the last maintenance technician came out but here we are again with my internet dropping 20+ times a day.

Things I Have Done:
I have replaced every cable (Ethernet &amp; Coax) that is touching my Modem, Router, and Computer... I am hard lined into my router.
I have bypassed my router completely
I have moved my modem from the coax cable in this room to the direct line coming into my house.
I have purchased a completely new modem and tried that for a week getting the exact same errors.

I really need help with this. I work from home and this is not only drastically affecting my work but also my personal life outside of work. Calling technical support turns into a Merry Go Round every time where I have to schedule a technician that I and they know can't help me at all just to have that technician then schedule a maintenance technician who will come by like a ghost and do work without my ever knowing they came.Please help!!!!
Below is a copy of my modem's errors. This is after a reboot so those numbers will eventually skyrocket into the hundreds of thousands overtime. I also pasted a copy of a connection tool I am using to watch when my internet disconnects.

Date and time
Status
Status duration

04/11/2023 10:41:24 PM
Online
See "Online for"

04/11/2023 10:41:17 PM
No Internet connection. Wi-Fi/Ethernet OK
0:00:07

04/11/2023 10:27:48 PM
Online
0:13:29

04/11/2023 10:27:47 PM
No Internet connection. Wi-Fi/Ethernet OK
0:00:01

04/11/2023 10:26:05 PM
Online
0:01:42

04/11/2023 10:26:05 PM
No Internet connection. Wi-Fi/Ethernet OK
0

04/11/2023 3:57:43 PM
Online
6:28:22

04/11/2023 3:56:08 PM
No Internet connection. Wi-Fi/Ethernet OK
0:01:35

04/11/2023 3:45:28 PM
Online
0:10:40

04/11/2023 3:45:26 PM
No Internet connection. Wi-Fi/Ethernet OK
0:00:02

04/11/2023 3:45:14 PM
Online
0:00:12

04/11/2023 3:45:05 PM
No Internet connection. Wi-Fi/Ethernet OK
0:00:09

04/11/2023 2:55:12 PM
Online
0:49:53

04/11/2023 2:55:11 PM
No Internet connection. Wi-Fi/Ethernet OK
0:00:01

04/11/2023 2:51:12 PM
Online
0:03:59

04/11/2023 2:51:08 PM
No Internet connection. Wi-Fi/Ethernet OK
0:00:04

04/11/2023 2:49:18 PM
Online
0:01:50

04/11/2023 2:49:17 PM
No Internet connection. Wi-Fi/Ethernet OK
0:00:01

04/11/2023 12:23:36 PM
Online
2:25:41

04/11/2023 12:23:33 PM
No Internet connection
0:00:03

Cancel&nbsp;Apply

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

&nbsp;

Startup Procedure

Procedure
Status
Comment

Acquire Downstream Channel
951000000 Hz
Locked

Connectivity State
OK
Operational

Boot State
OK
Operational

Security
Enabled
BPI+

&nbsp;

Downstream Bonded Channels

Channel
Lock Status
Modulation
Channel ID
Frequency
Power
SNR
Correctables
Uncorrectables

1
Locked
QAM256
29
951000000 Hz
3.5 dBmV
39.1 dB
22
0

2
Locked
QAM256
1
783000000 Hz
6.4 dBmV
41.8 dB
1
0

3
Locked
QAM256
2
789000000 Hz
6.4 dBmV
41.7 dB
3
0

4
Locked
QAM256
3
795000000 Hz
6.1 dBmV
41.6 dB
21
0

5
Locked
QAM256
4
801000000 Hz
6.2 dBmV
41.6 dB
5
0

6
Locked
QAM256
5
807000000 Hz
6.3 dBmV
41.6 dB
1
0

7
Locked
QAM256
6
813000000 Hz
6.3 dBmV
41.5 dB
0
0

8
Locked
QAM256
7
819000000 Hz
5.7 dBmV
40.9 dB
6
0

9
Locked
QAM256
8
825000000 Hz
5.6 dBmV
40.9 dB
5
0

10
Locked
QAM256
9
831000000 Hz
5.6 dBmV
41.0 dB
1
0

11
Locked
QAM256
10
837000000 Hz
5.3 dBmV
40.8 dB
23
0

12
Locked
QAM256
11
843000000 Hz
5.2 dBmV
40.7 dB
24
0

13
Locked
QAM256
12
849000000 Hz
5.3 dBmV
40.7 dB
6
0

14
Locked
QAM256
13
855000000 Hz
5.1 dBmV
40.5 dB
7
0

15
Locked
QAM256
14
861000000 Hz
4.7 dBmV
40.3 dB
11
0

16
Locked
QAM256
15
867000000 Hz
4.7 dBmV
40.3 dB
16
0

17
Locked
QAM256
16
873000000 Hz
4.8 dBmV
40.3 dB
7
0

18
Locked
QAM256
17
879000000 Hz
4.5 dBmV
40.2 dB
10
0

19
Locked
QAM256
18
885000000 Hz
4.7 dBmV
40.1 dB
3
0

20
Locked
QAM256
19
891000000 Hz
5.0 dBmV
40.2 dB
8
0

21
Locked
QAM256
20
897000000 Hz
4.7 dBmV
39.9 dB
7
0

22
Locked
QAM256
21
903000000 Hz
4.3 dBmV
39.5 dB
198
13

23
Locked
QAM256
22
909000000 Hz
4.5 dBmV
39.7 dB
1012
79

24
Locked
QAM256
23
915000000 Hz
4.5 dBmV
39.6 dB
4599
1242

25
Locked
QAM256
24
921000000 Hz
4.4 dBmV
39.4 dB
992
86

26
Locked
QAM256
25
927000000 Hz
4.1 dBmV
39.2 dB
7
0

27
Locked
QAM256
26
933000000 Hz
4.3 dBmV
39.2 dB
24
0

28
Locked
QAM256
27
939000000 Hz
4.1 dBmV
39.2 dB
25
0

29
Locked
QAM256
28
945000000 Hz
3.6 dBmV
38.9 dB
16
0

30
Locked
QAM256
30
957000000 Hz
3.7 dBmV
39.4 dB
13
0

31
Locked
QAM256
31
963000000 Hz
3.2 dBmV
39.2 dB
8
0

32
Locked
QAM256
32
969000000 Hz
2.9 dBmV
39.3 dB
9
0

&nbsp;

Upstream Bonded Channels

Channel
Lock Status
US Channel Type
Channel ID
Symbol Rate
Frequency
Power

1
Locked
ATDMA
1
5120
17700000 Hz
32.5 dBmV

2
Locked
ATDMA
2
5120
24100000 Hz
35.0 dBmV

3
Locked
ATDMA
3
5120
30500000 Hz
34.0 dBmV

4
Locked
ATDMA
4
5120
36900000 Hz
34.5 dBmV

5
Locked
ATDMA
6
2560
12900000 Hz
33.5 dBmV

6
Not Locked
Unknown
0
0
0 Hz
0.0 dBmV

7
Not Locked
Unknown
0
0
0 Hz
0.0 dBmV

8
Not Locked
Unknown
0
0
0 Hz
0.0 dBmV

&nbsp;

Downstream OFDM Channels

Channel
LockStatus
Modulation /Profile ID
ChannelID
Frequency
Power
SNR /MER
Active SubcarrierNumber Range
UnerroredCodewords
CorrectableCodewords
UncorrectableCodewords

1
Locked
0 ,1 ,2 ,3
159
300000000 Hz
11.1 dBmV
45.4 dB
2216 ~ 5975
1283756984
239478837
0

2
Not Locked
0
0
0 Hz
0 dBmV
0.0 dB
0 ~ 4095
0
0
0

&nbsp;

Upstream OFDMA Channels

Channel
Lock Status
Modulation / Profile ID
Channel ID
Frequency
Power

1
Not Locked
0
0
0 Hz
0 dBmV

2
Not Locked
0
0
0 Hz
0 dBmV

&nbsp;

Extended Upstream Transmit Power

Enable Extended Upstream Transmit Power

&nbsp;

Current System Time:Tue Apr 11 22:55:16 2023

System Up Time:06:58:50

&nbsp;

Help CenterShow/Hide Help Center

widermouthopen · Answer

What model modem and router do you have? Also, I don't see the modem errors. Did you forget to paste them? So far I am thinking of suggesting a FCC complaint.

brhoads1988 · Answer

I copied / pasted them in but you need to scroll down and sideways, at least I do. Below is an imagure screenshot of the errors.
https://imgur.com/a/MqZSey3
I use a Nighthawk CM2000 which I got brand new when I moved here.
I also purchased a Motorola MB8611 DOCSIS 3.1 for about a week to test and that modem also got the same errors.
My router is a Unifi Dream Machine but the issues occur if I bypass that completely.&nbsp;

widermouthopen · Answer

Oh you meant those kind of errors, AKA uncorrectables. I thought you meant something from the modem event log. Looks like it is around the 900Mhz range which is used a lot by cellular. If you have had technicians out to the house and don't seem to be getting anywhere then I go back to my suggestion of a informal FCC complaint. That will at least get you a supervisor of some sort at Cox.

brhoads1988 · Answer

Thank you for your response.
I will try your recommendation. I will try anything at this point as my job relies on my internet working and randomly losing it 20+ times a day is becoming a problem.If anyone else has any way for my to escalate this at Cox I would greatly appreciate it.

Thanks again!

widermouthopen · Answer

Check your logs too. If you are losing sync of the modem then it's not just a uncorrectable issue. I suspect some T3/T4 time out errors in the logs.

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Over a Year of Internet Issues

7 Replies

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Date and time	Status	Status duration
04/11/2023 10:41:24 PM	Online	See "Online for"
04/11/2023 10:41:17 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:07
04/11/2023 10:27:48 PM	Online	0:13:29
04/11/2023 10:27:47 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01
04/11/2023 10:26:05 PM	Online	0:01:42
04/11/2023 10:26:05 PM	No Internet connection. Wi-Fi/Ethernet OK	0
04/11/2023 3:57:43 PM	Online	6:28:22
04/11/2023 3:56:08 PM	No Internet connection. Wi-Fi/Ethernet OK	0:01:35
04/11/2023 3:45:28 PM	Online	0:10:40
04/11/2023 3:45:26 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:02
04/11/2023 3:45:14 PM	Online	0:00:12
04/11/2023 3:45:05 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:09
04/11/2023 2:55:12 PM	Online	0:49:53
04/11/2023 2:55:11 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01
04/11/2023 2:51:12 PM	Online	0:03:59
04/11/2023 2:51:08 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:04
04/11/2023 2:49:18 PM	Online	0:01:50
04/11/2023 2:49:17 PM	No Internet connection. Wi-Fi/Ethernet OK	0:00:01
04/11/2023 12:23:36 PM	Online	2:25:41
04/11/2023 12:23:33 PM	No Internet connection	0:00:03