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rkalla's avatar
rkalla
New Contributor
4 years ago

Years of stable/fast service - suddenly (4 days ago) about 1/10th the speed.

Scottsdale, AZ - been a Cox customer for 10-years at this address. Always been Internet-only and always purchased the fastest plan available w/o incentives.

For the last 3 years in my area been super happy with Gigablast (the Gig-over-copper service).

At the time they offered the speed upgrade and I selected it, I bought a new Arris SB8200 and Google Home mesh routers that I hard-wired all over the house.

The combo has been fantastic.

Problem...

About 4 days ago, I noticed all the wired and wireless devices in the house buffering/timing out/etc and while they all eventually got back online (after about 24hrs of REALLY spotty connectivity), the speed has been garbage regardless of device or activity.

I'd say about 10% of what it's been for years.

I was wondering if anyone wouldn't mind eye-balling the log info from the Arris and see if something looked hugely suspect?

Thank you for the help!

(Sorry for the dump below - it seemed to be the way most people were sharing their logs...)

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 951000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
29 Locked QAM256 951000000 Hz -6.4 dBmV 39.8 dB 2 0
1 Locked QAM256 783000000 Hz -2.3 dBmV 42.8 dB 2 0
2 Locked QAM256 789000000 Hz -2.3 dBmV 42.9 dB 2 0
3 Locked QAM256 795000000 Hz -2.5 dBmV 42.7 dB 3 0
4 Locked QAM256 801000000 Hz -2.4 dBmV 42.8 dB 5 0
5 Locked QAM256 807000000 Hz -2.4 dBmV 42.7 dB 1 0
6 Locked QAM256 813000000 Hz -2.5 dBmV 42.6 dB 1 0
7 Locked QAM256 819000000 Hz -2.5 dBmV 42.5 dB 1 0
8 Locked QAM256 825000000 Hz -2.6 dBmV 42.6 dB 1 0
9 Locked QAM256 831000000 Hz -2.6 dBmV 42.5 dB 1 0
10 Locked QAM256 837000000 Hz -2.7 dBmV 42.5 dB 1505 2254
11 Locked QAM256 843000000 Hz -2.7 dBmV 42.5 dB 2935 2859
12 Locked QAM256 849000000 Hz -2.7 dBmV 42.4 dB 7 0
13 Locked QAM256 855000000 Hz -2.9 dBmV 42.5 dB 2 0
14 Locked QAM256 861000000 Hz -3.4 dBmV 42.1 dB 1 0
15 Locked QAM256 867000000 Hz -3.7 dBmV 41.9 dB 1 0
16 Locked QAM256 873000000 Hz -3.6 dBmV 41.9 dB 0 0
17 Locked QAM256 879000000 Hz -3.7 dBmV 41.9 dB 6 0
18 Locked QAM256 885000000 Hz -4.0 dBmV 41.8 dB 2 0
19 Locked QAM256 891000000 Hz -4.3 dBmV 41.6 dB 2 0
20 Locked QAM256 897000000 Hz -4.4 dBmV 41.5 dB 3 0
21 Locked QAM256 903000000 Hz -4.7 dBmV 41.3 dB 1 0
22 Locked QAM256 909000000 Hz -4.8 dBmV 41.1 dB 1 0
23 Locked QAM256 915000000 Hz -5.1 dBmV 40.8 dB 2 0
24 Locked QAM256 921000000 Hz -5.5 dBmV 40.5 dB 1 0
25 Locked QAM256 927000000 Hz -5.6 dBmV 40.4 dB 2 0
26 Locked QAM256 933000000 Hz -5.8 dBmV 40.3 dB 2 0
27 Locked QAM256 939000000 Hz -6.0 dBmV 40.0 dB 1 0
28 Locked QAM256 945000000 Hz -6.1 dBmV 40.0 dB 1 0
30 Locked QAM256 957000000 Hz -6.4 dBmV 39.7 dB 7 0
31 Locked QAM256 963000000 Hz -6.8 dBmV 39.4 dB 7 0
32 Locked QAM256 969000000 Hz -7.0 dBmV 39.3 dB 8 0
159 Locked Other 300000000 Hz -1.9 dBmV 43.0 dB 843174600 1208




Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 17700000 Hz 6400000 Hz 38.0 dBmV
2 2 Locked SC-QAM Upstream 24100000 Hz 6400000 Hz 39.0 dBmV
3 3 Locked SC-QAM Upstream 30500000 Hz 6400000 Hz 40.0 dBmV
4 4 Locked SC-QAM Upstream 36900000 Hz 6400000 Hz 41.0 dBmV
5 6 Locked SC-QAM Upstream 12900000 Hz 3200000 Hz 37.0 dBmV




Current System Time: Wed Jun 2 15:37:07 2021

Date Time Event ID Event Level Description
06/02/2021 13:47 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:47 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:36 74010100 6 "CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:36 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 2436694061 5 "Dynamic Range Window violation"
06/02/2021 13:29 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 73040100 6 "TLV-11 - unrecognized OID;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:29 68000300 5 "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01 2436694066 6 "Honoring MDD; IP provisioning mode = IPv4"
01/01/1970 00:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
06/02/2021 13:26 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
05/21/2021 02:14 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
05/21/2021 02:13 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
05/21/2021 02:01 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
05/21/2021 02:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
05/21/2021 02:00 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:08 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:08 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:22 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:21 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:20 82000100 3 "No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:20 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:19 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:17 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:15 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:15 68000100 3 "DHCP FAILED - Discover sent, no offer received;CM-MAC=58:19:f8:b6:10:c9;CMTS-MAC=00:29:c2:01:a0:ed;CM-QOS=1.1;CM-VER=3.1;"
Gigablast
internet
speed
  • BenS1's avatar
    BenS1
    Former Moderator
    4 years ago
    Hi @Rkalla

    We appreciate your loyalty and I completely understand the frustration of having an inconsistent internet signal. All of your signals look good. Although I do see a few timeouts on your modem. Are there any splitters or amplifiers that are connected to the coaxial that is screwed into the back of your modem? If so can you please bypass any splitters/amplifiers and plug it directly into the wall from the modem?



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

    I'm having the exact same situation.  I've got the Gigablast service,  I also have the Surfboard 8200 and like you I've had no issues over the last few years since I upgraded.  I'm using a 3 month old TP Link AX6000 router so I didn't think that was the issue.  My 8200 however, is 3 years old.  I started noticing it first with my WiFi but didn't think much of it since it wasn't horribly slow and there is nothing using WiFI that requires a super fast connection (phones, 2 laptops Google home devices, ring doorbell and camera and a couple of Roku's that are rarely used).  I did notice one Roku was taking longer to load but experienced no issues once connected.  Then last week everything changed.  I was working and my laptop became extremely slow, ran a speed test and it was barely reaching 10 mb.  I then tested the WiFi on my phones, same deal.  I did switch to the 5ghz band and it improved quite a bit.  The computer I was using is in the same room as my old router that is now being used as an AP.  it's connected by a long cable to the main router so I plugged my PC into the AP and speeds were normal.  OK, so I'm thinking it's a router issue.   Did all the troubleshooting, rebooted and reset, no change.  Left it alone, had to go to work.  Came home that evening,  I have a Nvidia Shield and a Roku Ultra connected to the router via ethernet.  The Shield would no open HBO and was slow on other steaming apps.  Ran a speed test on my PC, barely reaching 20.  So I rebooted everything, nothing changed.  Eliminated the router, connected my PC directly into the modem, a bit better but still only hitting 30-40.  Now I know my router is not the issue, tried a brand new laptop to eliminate any PC issues, same deal.  Called Cox, they suggested the issue was with my modem.  So I went online and purchased a new one, it arrives today.   Fell asleep watching TV, woke up at 2, was about to go bed, looked at my PC and noticed I still had the speed test page open.  Tested it and got peak speeds over 800 which is normal for the Gigablast service.   At about 9 AM, it was getting to 650-700, an hour later 500-600, it's 11 am now, last test was 74!!  Hmm,now I'm wondering if the issue is on the Cox side of things.  I'll see when I connect the new modem.  Let me know what, if anything resolved your issue.

    • blewis's avatar
      blewis
      New Contributor
      4 years ago

      I'm having the same issue with a SB8200. I did a full modem clear reset, which helped, but noticed it started again last night around midnight. Looking at the cable modem log files, it looks like a time sync error where the modem is getting a 1/1/1970 date from the cable service, which then won't connect properly with the Internet service, (access denied error) This is common with computers when connecting to a network. I'm not sure where that date is coming from, but it seemed to resolve again early this morning. Cox, what could be causing this, and what is the solution?

    • djohns's avatar
      djohns
      New Contributor
      4 years ago

      Same here...Giga service is consistently 10-30% of what it should be. Cox will not admit there are any issues and always use the standard unplug, restart, check cable, yada, yada, ya response. They need to get this service more reliable and consistent with the advertised speeds. Otherwise, they need to start crediting/reimbursing customers for the degraded service that they are being charged. Note, anyone tired of the constant issues with no resolution should file FCC complaint as they do track and respond to carrier service issues going unresolved.

      • JonathanJ's avatar
        JonathanJ
        Former Moderator
        4 years ago
        @Djohns

        I can understand the importance of getting the suggested speeds and like to investigate. Please email your full name and address to cox.help@cox.com, so we can check the modem's performance levels.

        Jonathan J
        Cox Moderator