Forum Discussion

Cfish45's avatar
Cfish45
New Contributor
4 years ago

Service update to my area

Hello,

On April 6th my neighborhood had a planned outage that was supposed to improve out network. However, since that update my internet has been dropping at all hours of the day for small pockets of time. I called customer support and we reset things many times and I was finally told to reach out to Motorla as my modem is an Arris/Sufboard SBG6580. After discussing my issue with them they had me take a look at my event log which is below:

Thu Apr 22 12:05:57 2021 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=;CMTS-MAC=d4:ad:71:0d:30:f3;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 22 10:55:03 2021 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=d4:ad:71:0d:30:f3;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 22 09:48:38 2021 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=;CMTS-MAC=d4:ad:71:0d:30:f3;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 22 09:38:07 2021 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=d4:ad:71:0d:30:f3;CM-QOS=1.1;CM-VER=3.0;

I was told this indicates there is an issue on the Cox side. I was wondering if anyone on here could provide me with information as to what might be going on? Should I go back to Cox at this point? I am thinking I need a Tech come out to my house.

Thank you in advance for any help!

Clay

  • BrianM's avatar
    BrianM
    Moderator
    4 years ago
    I have removed your MAC address for security purposes. In looking at the modem it is showing signal levels that are a bit out of the normal range and something a technician will likely need to look at. Make sure all connectors are tight, bypass any splitters and reboot the modem afterward. If still seeing trouble, please email our team at cox.help@cox.com and we can help set up an appointment for you. Please include a link to this thread, your first/last name, and your home address.

    Brian
    Cox Support Forum Moderator