Intermittent disconnects with new service, slow speeds overall - SB8200 in Omaha area

I started service 2 weeks ago when we moved into my new house in an Omaha suburb. Previous owner had Cox (looked like a business modem, but was ~12 years old).

I'm paying for 500Mb package but we rarely get that. I activated service over the phone and installed my own Arris SB8200 (bought just for Docsis 3.1 for this new package, my old modem was Docsis 3.0) directly on the main line, after removing all the splitters inside because I don't use cable TV. It activated fine, the tech I spoke to on the phone didn't see issues and a quick speed test showed speeds close enough to 500, so I connected a router I bought a year ago (Netgear Nighthawk AC2300) and updated the SSID/password and started connecting my devices to wifi.

Over the next few days, we had intermittent disconnects but didn't notice them much because we were moving furniture and setting things up in the new house. When I started working from home with my laptop, I noticed severe disconnects during Zoom calls but streaming video on TV was fine (later found out it was buffering far enough ahead to continue through the outage, most of them last 3 minutes or less).

Fast forward to this week, we're getting ~8 disconnects per day ranging from 2-7 minutes long, some as often as 15 minutes apart. I see 32 channels on my modem status page, plus channel 159. Channel 159 has millions of correctable errors (which I understand is not a problem) but Channel 22 has hundreds of thousands of uncorrectables per day. I'm also seeing DRW errors in my modem's log and sometimes sync errors, some of them coincide with the outages but sometimes do not. Speed tests via the router firmware have also dropped a great deal, yesterday as I investigated, speedtest.net showed download speed of 150Mbps, far lower than the 400+ I was seeing at activation time.

Ping and jitter consistently test much lower than my previous service in another city, but the inconsistency caused by these disconnections has made the overall performance much worse. I have called Cox about this twice and text-messaged Support, but they throw their hands up and say it has to be my equipment because "everything has green checkmarks except OFBM status" and when I ask to be escalated to someone who can look at my logs or status with me, they try to sell me Complete Care or convince me to pay to send a tech out (who will likely throw hands in the air too and want me to pay for something that's not my fault).

What else can I do? Is there a secret to getting help and resolution from Cox? I may have just gotten bad level 1 agents but I'm not getting the service I'm paying for.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 783000000 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
1 Locked QAM256 783000000 Hz 8.6 dBmV 39.9 dB 0 0
2 Locked QAM256 789000000 Hz 8.3 dBmV 39.7 dB 0 0
3 Locked QAM256 795000000 Hz 8.0 dBmV 39.6 dB 0 0
4 Locked QAM256 801000000 Hz 7.7 dBmV 39.5 dB 0 0
9 Locked QAM256 831000000 Hz 6.9 dBmV 39.1 dB 0 0
10 Locked QAM256 837000000 Hz 6.7 dBmV 39.4 dB 0 0
11 Locked QAM256 843000000 Hz 6.7 dBmV 39.4 dB 0 0
12 Locked QAM256 849000000 Hz 6.6 dBmV 39.5 dB 0 0
17 Locked QAM256 879000000 Hz 4.9 dBmV 38.8 dB 0 0
18 Locked QAM256 885000000 Hz 4.5 dBmV 38.5 dB 0 0
19 Locked QAM256 891000000 Hz 4.1 dBmV 38.4 dB 0 0
20 Locked QAM256 897000000 Hz 3.9 dBmV 38.5 dB 0 0
21 Locked QAM256 903000000 Hz 3.7 dBmV 38.4 dB 0 0
22 Locked QAM256 909000000 Hz 3.7 dBmV 38.3 dB 181986 458023
25 Locked QAM256 927000000 Hz 2.9 dBmV 37.8 dB 0 0
26 Locked QAM256 933000000 Hz 2.2 dBmV 37.4 dB 2 0
27 Locked QAM256 939000000 Hz 1.6 dBmV 37.0 dB 0 0
28 Locked QAM256 945000000 Hz 1.0 dBmV 36.7 dB 1 0
29 Locked QAM256 951000000 Hz 0.6 dBmV 36.7 dB 0 0
30 Locked QAM256 957000000 Hz 0.1 dBmV 36.5 dB 1 0
33 Locked QAM256 357000000 Hz 10.2 dBmV 41.6 dB 0 0
34 Locked QAM256 363000000 Hz 10.2 dBmV 42.1 dB 0 0
35 Locked QAM256 369000000 Hz 10.1 dBmV 42.0 dB 0 0
36 Locked QAM256 375000000 Hz 10.1 dBmV 42.1 dB 0 0
37 Locked QAM256 381000000 Hz 10.2 dBmV 42.0 dB 0 0
38 Locked QAM256 387000000 Hz 10.1 dBmV 42.0 dB 0 0
41 Locked QAM256 405000000 Hz 10.7 dBmV 42.0 dB 0 0
42 Locked QAM256 411000000 Hz 10.7 dBmV 42.1 dB 0 0
43 Locked QAM256 417000000 Hz 10.7 dBmV 41.3 dB 0 0
44 Locked QAM256 423000000 Hz 11.0 dBmV 42.3 dB 0 0
45 Locked QAM256 429000000 Hz 11.1 dBmV 42.2 dB 0 0
46 Locked QAM256 435000000 Hz 11.1 dBmV 42.1 dB 0 0
159 Locked Other 300000000 Hz 13.2 dBmV 42.5 dB 435672684 0

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 4 Locked SC-QAM Upstream 36700000 Hz 6400000 Hz 39.0 dBmV
2 1 Locked SC-QAM Upstream 17400000 Hz 6400000 Hz 38.0 dBmV
3 2 Locked SC-QAM Upstream 23900000 Hz 6400000 Hz 38.0 dBmV
4 3 Locked SC-QAM Upstream 30300000 Hz 6400000 Hz 40.0 dBmV
5 6 Locked SC-QAM Upstream 12600000 Hz 3200000 Hz 37.0 dBmV


Error log:

Date Time Event ID Event Level Description
08/14/2020 14:57 2436694061 5 "Dynamic Range Window violation"
08/14/2020 14:57 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 14:22 2436694061 5 "Dynamic Range Window violation"
08/14/2020 14:22 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 13:04 2436694061 5 "Dynamic Range Window violation"
08/14/2020 13:04 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 12:54 2436694061 5 "Dynamic Range Window violation"
08/14/2020 12:54 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 11:47 2436694061 5 "Dynamic Range Window violation"
08/14/2020 11:47 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 11:31 2436694061 5 "Dynamic Range Window violation"
08/14/2020 11:31 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 11:24 2436694061 5 "Dynamic Range Window violation"
08/14/2020 11:24 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 11:09 2436694061 5 "Dynamic Range Window violation"
08/14/2020 11:09 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 11:02 2436694061 5 "Dynamic Range Window violation"
08/14/2020 11:02 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 10:01 2436694061 5 "Dynamic Range Window violation"
08/14/2020 10:01 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 09:42 2436694061 5 "Dynamic Range Window violation"
08/14/2020 09:42 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 07:41 2436694061 5 "Dynamic Range Window violation"
08/14/2020 07:41 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 07:28 2436694061 5 "Dynamic Range Window violation"
08/14/2020 07:28 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 07:04 2436694061 5 "Dynamic Range Window violation"
08/14/2020 07:04 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 06:28 2436694061 5 "Dynamic Range Window violation"
08/14/2020 06:28 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 06:09 2436694061 5 "Dynamic Range Window violation"
08/14/2020 06:09 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 05:08 2436694061 5 "Dynamic Range Window violation"
08/14/2020 05:08 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 04:49 2436694061 5 "Dynamic Range Window violation"
08/14/2020 04:49 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 04:03 2436694061 5 "Dynamic Range Window violation"
08/14/2020 04:03 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 03:19 2436694061 5 "Dynamic Range Window violation"
08/14/2020 03:19 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 03:19 2436694061 5 "Dynamic Range Window violation"
08/14/2020 03:19 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/14/2020 02:56 2436694061 5 "Dynamic Range Window violation"
08/14/2020 02:56 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/13/2020 21:25 2436694061 5 "Dynamic Range Window violation"
08/13/2020 21:25 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/13/2020 21:13 2436694061 5 "Dynamic Range Window violation"
08/13/2020 21:13 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/13/2020 20:11 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
08/13/2020 20:00 74010100 6 "CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: ;; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;"
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  • Update: Cox contacted me after I reached out on cox.help@cox.com as suggested.

    After reviewing my logs and account information, they determined there is a known escalated issue in my area that they hope to have resolved "soon." I asked if reducing my Internet package to one that uses Docsis 3.0 to avoid noisy channels would help and I was told "no." I have continued to troubleshoot router connectivity to verify the issue is not on my end, and it is not.

    Still no resolution; the frequent disconnects, DRW window violations and uncorrectables on one channel are still causing 10+ disconnects per day, some 1-2 minutes but one today (in the middle of an important Zoom call for work) was just over 10 minutes long.

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