Constant T3 time outs, alongside RCS partial service errors, Time synchronization failures. Packet loss. Download speeds are mostly stable but upload speeds are very unstable with terrible quality. 7 tech visits, supervisor, and 15 year senior tech visits.

Question

In early December, there was a really bad internet outage that caused the internet to go out for a full day. Since then, we have been receiving daily, consistent T3 time outs, RCS partial service errors, and Time synchronization failures, it's become an intermittent problem at this point. We also tend to lose cable channels or sometimes bad image quality through a couple of other cable boxes. At first we thought it might be because of problems on our side, after doing some investigating I found out we only had a service plan of 50 mbps down and 5 mbps up (a service that's no longer offered anymore). So we upgraded to Cox gigablast where we thought having better internet might help, yet our problems only got worse. Even more unstable upload speeds dropping down to 0.01 mbps and back up to 30 mbps and even causing our internet to completely go out for 5-10 minutes at a time, every hour. Now we have the Cox Ultimate Package and are still seeing problems. I'm working towards a career in the competitive gaming field and stream on the side for fun so i can be on the internet up to 10 hours a day, my mother works from home 24/7, and my dad occasionally works from home too. These issues over the past 2 months have almost drove me to the point of insanity, especially knowing there's most likely nothing I can do on my end at this point.

After multiple calls, tech visits, and senior visits, 2 months of intense research on my specific problems, these are all of the fixes we've tried so far.

Replaced all ethernet cables
3 different modems: Netgear CM1000, Arris Sb6190, and now the Cox Panoramic Wifi Modem.
Countless PingPlotter tests, DNS benchmark tests, speedtests
Replaced all coax cables, attachments, wall plug ins etc.
New drop installed
Had someone out to check the tap and they found a burnt up wire and redid the wiring from there.
We've unplugged amps, replaced splitters, passed by all splitters and amps to directly connect the modem to the drop
Found voltage feeding back from my house back up through the drop line, internet/cable was deactivated
Electrician came out and properly grounded everything around the box using 2 ground rods, voltage went down to below 3 hz, still had the same problems
After this we had a 15 year senior tech come out to run some test and check lines/cables/connections, in and around the house.
After&nbsp;running ingress and throughput tests on the house, everything seemed good on my end so it had to somewhere coming from somewhere in the node
They checked neighboring lines for damage from squirrels, trees, etc. with no luck as far as I know
My neighbor had no noise or frequency at his tap but mine seemed to have some
They found a loose connection on my tap and ensured to tighten everything around it. They insisted that all my problems were due to the loose connection, the t3 timeouts, the packet loss, the inconsistent download speeds, and complete loss of internet. They checked all the channels, power levels, frequencies, SNR levels, etc and everything looked perfect.
Everything was fine for a day, then a&nbsp;handful of T3s, RCS partial, and SYNC failures showed up in a 30 minute time span and everything went of wack again.&nbsp;
After contacting the 15 year senior tech the next day, he told me that the problem was my modem. Apparently the Arris SB6190 (32x8 channel bonding, up to 1000 mbps down and 262 mbps up) is only a DOCSIS 3.0 modem&nbsp; so it would only use 16 channels unlike the 3.1 modems which use all 32. Even though i could see all 32 DS channels and 4 US channels, connected, locked, with perfect levels in power, SNR, frequency, etc. Yet he sent me this picture from his meter showingState: RegistrationComplete (6)Uptime: 1 day, 09:10:25:00CFG FileTier: High Speed Ultimate&nbsp; &nbsp; &nbsp; &nbsp; (16 Chanel)Timeouts:&nbsp;T3s:&nbsp;262 T4s:&nbsp;0&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;US: 17 mbps&nbsp; DS:&nbsp; 375mbps

This was about a week ago, a sent him further videos of my upload speeds being completely unstable still, my modem logs full of constant t3's and rcs partial service, and he just didn't respond to anything for a week. Wouldn't answer my calls for a week. Then today after my daily message and call with no answer, he responded with a text saying "We're still having issues in the node that we're trying to iron out"I've been dealing with this specific 15 year senior tech who (from what a regular tech told me) oversees my entire area, all of those techs who work in the area, where the bucket trucks are going in the city, etc. He's the one who has been ignoring all of my calls and texts on and off for the past month, and I believe it's his job to get the proper guys out here to fix the issue, including himself.. so is there even anything else I can do on my side at this point?&nbsp;Does that mean I just continue to wait with terrible/no internet until the maintenance crew finally decides to come out and troubleshoot, find the problem, and fix the entire node? After dealing with this issue daily for 3+ months, how can this not be prioritized? Is there anything more I can do on my side?

&nbsp;RF Parameters

Downstream

DCID
Freq
Power
SNR
Modulation
Octets
Correcteds
Uncorrectables

Downstream 1
11
741.00 MHz
6.10 dBmV
40.37 dB
256QAM
151608848
14
0

Downstream 2
9
729.00 MHz
6.50 dBmV
40.37 dB
256QAM
132384613
5
0

Downstream 3
10
735.00 MHz
6.30 dBmV
40.37 dB
256QAM
131046507
6
0

Downstream 4
12
747.00 MHz
6.10 dBmV
40.37 dB
256QAM
132237038
8
0

Downstream 5
13
753.00 MHz
6.20 dBmV
40.37 dB
256QAM
139350081
0
0

Downstream 6
14
759.00 MHz
6.30 dBmV
40.37 dB
256QAM
137703043
0
0

Downstream 7
15
765.00 MHz
6.50 dBmV
40.37 dB
256QAM
137333053
0
0

Downstream 8
16
771.00 MHz
6.40 dBmV
40.37 dB
256QAM
140816982
0
0

Downstream 9
25
825.00 MHz
5.20 dBmV
38.98 dB
256QAM
142944531
0
0

Downstream 10
26
831.00 MHz
4.50 dBmV
38.98 dB
256QAM
139782318
0
0

Downstream 11
27
837.00 MHz
4.20 dBmV
38.98 dB
256QAM
140839495
15
0

Downstream 12
28
843.00 MHz
4.10 dBmV
38.98 dB
256QAM
142311159
6
0

Downstream 13
29
849.00 MHz
3.90 dBmV
38.61 dB
256QAM
140754367
1
0

Downstream 14
30
855.00 MHz
3.60 dBmV
38.61 dB
256QAM
133038881
1
0

Downstream 15
31
861.00 MHz
3.50 dBmV
38.61 dB
256QAM
138398308
4
0

Downstream 16
32
867.00 MHz
2.90 dBmV
38.61 dB
256QAM
141374877
3
0

Downstream 17
41
405.00 MHz
7.50 dBmV
40.37 dB
256QAM
130089983
0
0

Downstream 18
42
411.00 MHz
7.50 dBmV
40.95 dB
256QAM
135306259
0
0

Downstream 19
43
417.00 MHz
7.50 dBmV
40.95 dB
256QAM
133312810
0
0

Downstream 20
44
423.00 MHz
7.60 dBmV
40.95 dB
256QAM
136247185
0
0

Downstream 21
45
429.00 MHz
7.70 dBmV
40.95 dB
256QAM
134998077
0
0

Downstream 22
46
435.00 MHz
7.70 dBmV
40.37 dB
256QAM
132890712
0
0

Downstream 23
47
441.00 MHz
7.70 dBmV
40.95 dB
256QAM
133391550
0
0

Downstream 24
48
447.00 MHz
7.70 dBmV
40.95 dB
256QAM
135273242
0
0

Reset FEC Counters

Upstream

UCID
Freq
Power
Channel Type
Symbol Rate
Modulation

Upstream 1
1
36.68 MHz
37.50 dBmV
DOCSIS2.0 (ATDMA)
5120 kSym/s
64QAM

Upstream 2
4
19.08 MHz
36.00 dBmV
DOCSIS2.0 (ATDMA)
2560 kSym/s
64QAM

Upstream 3
3
23.88 MHz
37.50 dBmV
DOCSIS2.0 (ATDMA)
5120 kSym/s
64QAM

Upstream 4
2
30.28 MHz
37.50 dBmV
DOCSIS2.0 (ATDMA)
5120 kSym/s
64QAM

&nbsp;Status

System Uptime:
0 d: 1 h: 46 m

Computers Detected:
staticCPE(2), dynamicCPE(0)

CM Status:
Telephony-DHCP

Time and Date:
Fri 2019-03-15 01:14:32

&nbsp;Interface Parameters

Interface Name
Provisioned
State
Speed (Mbps)
MAC address

LAN Port 1
Enabled
Up
1000(Full)
B0:DA:F9:0A:DB:EC

LAN Port 2
Enabled
Down
-----
B0:DA:F9:0A:DB:EC

LAN Port 3
Enabled
Down
-----
B0:DA:F9:0A:DB:EC

LAN Port 4
Enabled
Down
-----
B0:DA:F9:0A:DB:EC

CABLE
Enabled
Up
-----
B0:DA:F9:0A:DB:ED

MTA
InProgress
Down
-----
B0:DA:F9:0A:DB:EE

&nbsp;DOCSIS(CM) Events

Date Time
Event ID
Event Level
Description

1/24/2019 18:54
82000200
3
No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:bc:60:92:26:3f;CM-QOS=1.1;CM-VER=3.0;

1/24/2019 18:56
73040100
6
TLV-11 - unrecognized OID;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:bc:60:92:26:3f;CM-QOS=1.1;CM-VER=3.0;

1/24/2019 19:48
82000200
3
No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:bc:60:92:26:3f;CM-QOS=1.1;CM-VER=3.0;

2/6/2019 16:50
73040100
6
TLV-11 - unrecognized OID;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:08:e2:31:40:54;CM-QOS=1.1;CM-VER=3.0;

2/12/2019 13:58
69010200
6
SW Download INIT - Via Config file

2/12/2019 13:59
2417164308
6
Unit has been restored to factory defaults from a software issued command;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:08:e2:31:40:54;CM-QOS=1.1;CM-VER=3.0;

2/12/2019 14:02
69010900
4
Disruption during SW download - Power Failure

2/12/2019 14:02
73040100
6
TLV-11 - unrecognized OID;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:08:e2:31:40:54;CM-QOS=1.1;CM-VER=3.0;

2/12/2019 14:02
69010200
6
SW Download INIT - Via Config file

2/12/2019 14:08
69011200
6
SW download Successful - Via Config file

2/12/2019 14:10
73040100
6
TLV-11 - unrecognized OID;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:08:e2:31:40:54;CM-QOS=1.1;CM-VER=3.0;

2/12/2019 14:18
84000700
5
RCS Partial Service;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:08:e2:31:40:54;CM-QOS=1.1;CM-VER=3.0;

2/12/2019 14:29
84000500
3
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:08:e2:31:40:54;CM-QOS=1.1;CM-VER=3.0;

2/12/2019 14:29
84000700
5
RCS Partial Service;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:08:e2:31:40:54;CM-QOS=1.1;CM-VER=3.0;

2/12/2019 14:29
84000500
3
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:08:e2:31:40:54;CM-QOS=1.1;CM-VER=3.0;

2/12/2019 14:29
84020200
5
Lost MDD Timeout;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:08:e2:31:40:54;CM-QOS=1.1;CM-VER=3.0;

3/13/2019 17:37
73040100
6
TLV-11 - unrecognized OID;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:27:90:0c:7c:ee;CM-QOS=1.1;CM-VER=3.0;

3/13/2019 20:16
82000200
3
No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:27:90:0c:7c:ee;CM-QOS=1.1;CM-VER=3.0;

3/14/2019 23:29
73040100
6
TLV-11 - unrecognized OID;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:27:90:0c:7c:ee;CM-QOS=1.1;CM-VER=3.0;

3/14/2019 23:48
82000200
3
No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:0a:db:ed;CMTS-MAC=00:27:90:0c:7c:ee;CM-QOS=1.1;CM-VER=3.0;

&nbsp;PacketCable(MTA) Events

Date Time
Event ID
Description

12/15/2018 21:55
65517
ConfigFile - BadParam

12/15/2018 21:55
16
MTA TFTP: Successful

12/15/2018 21:55
26
MTA PROV: Successful!

12/15/2018 21:55
3
Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

12/25/2018 8:01
65517
ConfigFile - BadParam

12/25/2018 8:01
16
MTA TFTP: Successful

12/25/2018 8:01
26
MTA PROV: Successful!

12/25/2018 8:01
14
Power Supply Telemetry Log - BATTERY MISSING

12/25/2018 8:01
3
Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

1/10/2019 1:53
65517
ConfigFile - BadParam

1/10/2019 1:53
16
MTA TFTP: Successful

1/10/2019 1:53
26
MTA PROV: Successful!

1/10/2019 1:53
14
Power Supply Telemetry Log - BATTERY MISSING

1/10/2019 1:53
3
Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

1/24/2019 17:31
14
Power Supply Telemetry Log - BATTERY MISSING

1/24/2019 17:31
65517
ConfigFile - BadParam

1/24/2019 17:31
16
MTA TFTP: Successful

1/24/2019 17:31
26
MTA PROV: Successful!

1/24/2019 17:32
3
Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

1/24/2019 18:57
65517
ConfigFile - BadParam

1/24/2019 18:57
16
MTA TFTP: Successful

1/24/2019 18:57
26
MTA PROV: Successful!

1/24/2019 18:57
14
Power Supply Telemetry Log - BATTERY MISSING

1/24/2019 18:57
3
Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

2/6/2019 16:51
16
MTA TFTP: Successful

2/6/2019 16:51
26
MTA PROV: Successful!

2/6/2019 16:51
14
Power Supply Telemetry Log - BATTERY MISSING

2/12/2019 14:10
16
MTA TFTP: Successful

2/12/2019 14:10
26
MTA PROV: Successful!

2/12/2019 14:10
3
Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

2/12/2019 14:10
3
Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS

2/12/2019 14:11
14
Power Supply Telemetry Log - BATTERY MISSING

brianm · Answer

I don't think there is anything else that would need to be done to any of your internal equipment at this time. I do see that a ticket to our maintenance team was submitted recently to investigate. It looks like there has been some intermittent noise/ingress issues in your area judging by the previous and current tickets in the area. Intermittent noise can be really tough to track down and sounds like exactly what you have been experiencing/seeing.

Brian
Cox Support Forum Moderator

Brian
Cox Support Forum Moderator

jzimoneaux · Answer