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brhoads1988's avatar
brhoads1988
New Contributor
11 months ago

Over a Year of Internet Issues

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 & 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 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
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 951000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
 
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
 
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
 
Downstream OFDM Channels
Channel Lock
Status
Modulation /
Profile ID
Channel
ID
Frequency Power SNR /
MER
Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
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
 
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
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Tue Apr 11 22:55:16 2023
System Up Time:06:58:50
 
 
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7 Replies

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor

    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's avatar
      brhoads1988
      New Contributor

      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. 

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor

        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.