Forum Discussion

JoshuaD's avatar
JoshuaD
New Contributor
5 years ago

Sporadic modem drops

I have been experiencing short term (~30 second) disconnects with my modem (Arris SB8200), and have been unable to track down the exact issue. An example of the disconnects can be seen through ping plotter:https://imgur.com/a/QgiFiVi

I am also getting a large amount of Dynamic range window violations when looking at my modem event log: https://imgur.com/a/R2bVNrU

I'm unsure if it could be related to the downstream and upstream powerlevels, as I haven't found any concrete cases that would show this is the problem (the power level dump is in the attached pastebin):SB8200 power level status

I have seen this issue occur across multiple PC's, multiple CAT cables (CAT5e and CAT8) and multiple modems (This issue was evident with the provided panaromic modem/router).  I have also tested by directly connecting to the modem, and by connecting via router (Netgear  r6700v3). If I am connected via router, I see ~30% packet loss between the router and modem.

Now, for the strangest part imo, is that if I am using a VoIP program (i.e Discord) while this occurs, I am able to receive all audio in the chat, but no one is able to hear me.

I am not able to do much in terms of working with the RG6 coming into my home, as I live in a second floor condo and can't find where the cable is actually coming into my house (checked all rooms as well as the attic), so I'm unsure of the actual configuration of splitters throughout the building.

I would love to hear any input as to what might be the issue, or if any steps could be taken to troubleshoot further

ethernet
modem issues
packet loss
  • MichaelJ's avatar
    MichaelJ
    Moderator
    5 years ago
    Joshua,

    Thank you for the information about the issue you are experiencing with short-term modem disconnects. Have you checked the power supply? Is the power supply plugged directly into a power outlet? If you are using a power strip is it rated for use with electronics? Sometimes transient power levels can cause the modem to reset frequently.

    Please send us your complete home address, along with your first/last name and the first/last name of the primary account holder. We may need to access your account information in order to help troubleshoot the issue, so please include your Cox 4- digit PIN, just in case it is needed.

    Thank you,

    Mike J,
    Cox Social Media Support Specialist
    • JoshuaD's avatar
      JoshuaD
      New Contributor
      5 years ago

      Hi Michael, I have checked the power outlets as well as the power supply being used for the modem, and both are within spec for the SB8200. I've noticed the issue occur with a power strip as well as a direct connect to my outlet.

      I've sent an email to cox.help@cox.com linking this thread as well as providing all the requested information.

      Thanks for the follow up

      • BenS1's avatar
        BenS1
        Former Moderator
        4 years ago
        @JoshuaD

        You are welcome, we will be anticipating your email. Thanks.

        Ben S.
        Cox Support Forums Moderator
  • Pauldv's avatar
    Pauldv
    New Contributor III
    4 years ago

    I am having the exact same issue. I use a Motorola modem.  Makes me think a cox issue.