Forum Discussion

gjett1's avatar
gjett1
New Contributor III
7 years ago

Uncorrectables on ALL downstream channels. What could be the problem?

I live in Springfield, VA. I have a Netgear CM600 modem and have been receiving uncorrectables of hundreds of thousands and millions in a very limited uptime (< 24 hours). I am having this problem on...
cox coxsupport
crashing
downstream
errors
event log
gaming
internet
modem
modem issues
packet loss
  • Rob_H_'s avatar
    Rob_H_
    7 years ago

    gjett1 Actually, I think the best people to contact would be the AWS customer, which is the gaming company.  The trick will be to get the attention of upper management with specific details to support your case.  Otherwise, your complaint will likely be immediately filed in the "circular file" system. 

    Send a detailed letter via certified mail to a member or members (i.e. CEO, Senior VP).  It may help to select "restricted delivery" which means that either the addressee or an authorized agent for the addressee must sign.  That's an extra attention getter.  Otherwise, whoever normally gets the mail at the company will sign for it.  You don't need to pay extra for a return receipt unless you want to.

    If that fails, then file an online complaint with the Better Business Bureau (BBB) against the gaming company and reference your certified letter(s).

    How does that sound to you?

  • Rob_H_'s avatar
    Rob_H_
    7 years ago

    gjett1 Oh, I see now.  The Motorola SB6121 was only a 4x4 modem, while the Netgear CM600 is a 24x8 modem and the Arris SB6190 is a 32x8 modem.  In your case, you appear to have gone from 4 downstream channels to 16 downstream channels.  Your connection doesn't appear to be handling the new total of 16 downstream channels very well. 

    I think you are correct when you stated that the issue now points at Cox side (facilities, cabling) after having tried 2 newer modems, both running 16 downstream channels, with the same result.  As an aside, I wonder if your SNRs are rather misleading because of the high downstream power levels.

    All the best in getting Cox to resolve it quickly during the next visit.

gjett1's avatar
gjett1
New Contributor III

Would a defective modem not be ruled out by similar values being shown with the SB6190 on the same system? Is two bad modems more likely than a problem on Cox's end?

Rob_H_'s avatar
Rob_H_
Contributor II
7 years ago

gjett1 I see your point.  I may have overlooked that detail you originally included.    I'm now going back to my original thought of that older surfboard having a better RF receiver (i.e. better sensitivity, selectivity, noise floor) or that older surfboard modem didn't run 256 QAM on the downstream channels (i.e. 64 QAM).  Regardless, it sounds like there is some work to be done by Cox.  What model of surfboard did the CM600 replace?

  • gjett1's avatar
    gjett1
    New Contributor III
    7 years ago

    The CM600 is replacing a Motorola SB6121. Thanks for the input, Rob.

    • Rob_H_'s avatar
      Rob_H_
      Contributor II
      7 years ago

      gjett1 Oh, I see now.  The Motorola SB6121 was only a 4x4 modem, while the Netgear CM600 is a 24x8 modem and the Arris SB6190 is a 32x8 modem.  In your case, you appear to have gone from 4 downstream channels to 16 downstream channels.  Your connection doesn't appear to be handling the new total of 16 downstream channels very well. 

      I think you are correct when you stated that the issue now points at Cox side (facilities, cabling) after having tried 2 newer modems, both running 16 downstream channels, with the same result.  As an aside, I wonder if your SNRs are rather misleading because of the high downstream power levels.

      All the best in getting Cox to resolve it quickly during the next visit.

      • gjett1's avatar
        gjett1
        New Contributor III
        7 years ago

        Thank you for that insight! We are thinking in the same vein. I'll have the in-home tech that's coming tomorrow know that and see what he has to say about the issue.