Forum Discussion

rlincoln24's avatar
rlincoln24
New Contributor
3 years ago

Very Frustrated - Please help Cox!!!

Hello!!

For the past year and a half ever since Cox did "maintenance in my area" I have had persistent but intermittent issues with my connection. I have seen randomly increasing packet loss on my WAN connection particularly when uploading.

I've called Cox multiple times, they've sent out techs who repaired the node on the street, replaced an amplifier, and did some other things they didn't disclose to me and one tech also put on some line conditioners nothing that my power levels were too high and my SNR was causing the problem. After that, it seemed to be resolved for a while but it has recently in the last 2 weeks started becoming an issue again after about 6ish months of no problem.

Cox's phone support was useless as usual "tighten the connection" "restart your device"...blah blah blah. Yes, I did all that before I ever thought about calling you.

They suggested my modem was bad which of course it isn't but to appease them I went and spent $174 on a new modem called and swapped it and am still having the same issues.

From my googling my power levels and SNR look good, all my channels are connected and bonded properly but only weird thing I see is in channel 33 while it's locked in a QFDM PLC modulation it is doing a massive amount of packet correction. Right now on my modem with 1d 12h 19m 53s of uptime on my brand new MB8611 modem there are 900,874,698 corrected packets.

Additionally I looked into the modem's logs and found these errors seem to be repeating themself:

 

 

19:09:04
Sun Dec 19 2021

 

Critical (3)

 

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=00:40:36:82:79:ae;CMTS-MAC=70:18:a7:67:e8:f1;CM-QOS=1.1;CM-VER=3.1;

   

19:10:02
Sun Dec 19 2021

 

Warning (5)

 

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:82:79:ae;CMTS-MAC=70:18:a7:67:e8:f1;CM-QOS=1.1;CM-VER=3.1;

   

19:10:02
Sun Dec 19 2021

 

Warning (5)

 

Dynamic Range Window violation

 

As best I can tell this is an issue with the upstream bonded channels and can really only be seen at the node but I don't know how to get anyone at Cox to take me seriously and actually look at their hardware and fix the real problem here. Everyone keeps telling me it's your inside wiring or it's your modem or your power levels are too high but I can tell that's just not the case.

How do I get someone to help me and actually finally resolve this?!?!?!?!?

3 Replies

  • BenS1's avatar
    BenS1
    Former Moderator
    Hi @Rlincoln24
    I completely understand the frustration of having an inconsistent internet signal. All of your signals look good as well. I have checked your network and there are no node issues in your area. Are there any splitters or amplifiers that are connected to the coaxial that is screwed into the back of your modem?

    Ben S.
    Cox Support Forums Moderator
    • rlincoln24's avatar
      rlincoln24
      New Contributor

      No splitters or amplifiers from the entrance point to the modem. The last Cox tech that came out put a 6db Attenuator on the back of my modem but that's all I am aware of.

      I am not surprised you aren't seeing anything it will be fine for hours/days at a time but then suddenly I am dropping 40-50% of my packets for off and on for several hours and days. Last night in fact it was doing this from about 7pm -11 pm PST but had been fine the rest of the day and has been fine so far today.

      • BenS1's avatar
        BenS1
        Former Moderator
        @Rlincoln24
        Thanks for letting me know. I would recommend setting about another technician visit. You can always email us at cox.help@cox.com with your full name/fulladdress and we can set one up for you.

        Ben S.
        Cox Support Forums Moderator