Frequent Packet Loss

michael_mitch
11 days ago

I've contacted chat support 6 times now with no fix.

House sporadically sees high packetloss even when there is no "area outtage" alert for my neighborhood in the Cox portal. Modem shows a crazy high number of uncorrectables and correctables. I was told to replace my modem- $160 "fix" and the issue persists. Then every other chat support chat ends with support telling me that an issue has actually been detected in the area and to stand by. The packetloss never subsides, even when the area outtage alert is cleared up..

I have ruled out hardware on my end as being the culprit(s). Packetloss on both wifi and ethernet, packetloss even when no issue is detected in the area, Support rebooting my brand new modem doesn't help with the ongoing packetloss, the modem is at the closest coax port to the Cox junction/demarc box (with the router right next to it over a healthy ethernet cable) and as far as I can tell there are no splitters/amps on the coax line.

I need a technician to test, and likely replace, the Cox coax/hardware between the tap and the house. The technician doesn't need to enter the house if they don't want to, I have yet to see any evidence pointing to something inside the house causing the issues.

Modem status after being on for not even an hour:

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
37 Locked QAM256 381000000 Hz 2.8 dBmV 40.6 dB 0 0
2 Locked QAM256 789000000 Hz 2.8 dBmV 41.0 dB 0 0
3 Locked QAM256 795000000 Hz 2.7 dBmV 41.1 dB 0 0
4 Locked QAM256 801000000 Hz 2.8 dBmV 41.0 dB 97 28
5 Locked QAM256 807000000 Hz 2.6 dBmV 40.8 dB 0 0
6 Locked QAM256 813000000 Hz 2.9 dBmV 41.1 dB 0 0
7 Locked QAM256 819000000 Hz 2.8 dBmV 40.9 dB 0 0
8 Locked QAM256 825000000 Hz 2.5 dBmV 40.8 dB 0 0
10 Locked QAM256 837000000 Hz 2.8 dBmV 40.9 dB 0 0
11 Locked QAM256 843000000 Hz 3.2 dBmV 40.9 dB 0 0
12 Locked QAM256 849000000 Hz 3.4 dBmV 40.9 dB 0 0
13 Locked QAM256 855000000 Hz 3.3 dBmV 40.9 dB 0 0
14 Locked QAM256 861000000 Hz 3.3 dBmV 40.9 dB 0 0
15 Locked QAM256 867000000 Hz 3.2 dBmV 40.8 dB 0 0
16 Locked QAM256 873000000 Hz 3.0 dBmV 40.3 dB 0 0
18 Locked QAM256 885000000 Hz 3.2 dBmV 40.5 dB 0 0
19 Locked QAM256 891000000 Hz 2.9 dBmV 40.3 dB 0 0
20 Locked QAM256 897000000 Hz 3.4 dBmV 40.5 dB 0 0
22 Locked QAM256 909000000 Hz 3.6 dBmV 40.7 dB 2592 5321
23 Locked QAM256 915000000 Hz 3.4 dBmV 40.6 dB 348 1312
24 Locked QAM256 921000000 Hz 2.8 dBmV 40.2 dB 910 1704
26 Locked QAM256 933000000 Hz 2.9 dBmV 40.4 dB 0 0
27 Locked QAM256 939000000 Hz 3.1 dBmV 40.4 dB 0 0
28 Locked QAM256 945000000 Hz 3.3 dBmV 40.5 dB 0 0
30 Locked QAM256 957000000 Hz 2.8 dBmV 40.6 dB 0 0
31 Locked QAM256 963000000 Hz 3.0 dBmV 40.8 dB 0 0
32 Locked QAM256 969000000 Hz 3.4 dBmV 41.0 dB 0 0
43 Locked QAM256 417000000 Hz 3.9 dBmV 41.0 dB 0 0
44 Locked QAM256 423000000 Hz 3.7 dBmV 41.0 dB 0 0
46 Locked QAM256 435000000 Hz 3.3 dBmV 40.9 dB 0 0
47 Locked QAM256 441000000 Hz 3.0 dBmV 40.8 dB 0 0
48 Locked QAM256 447000000 Hz 2.7 dBmV 40.8 dB 0 0
159 Locked Other 300000000 Hz 6.8 dBmV 40.8 dB 295105852 0

Modem event log:

Date Time Event ID Event Level Description
01/09/2021 11:28 74010100 6 "43 4D 2D 53 54 41 54 55 53 20 6D 65 73 73 61 67 65 20 73 65 6E 74 2E 20 45 76 65 6E 74 20 54 79 70 65 20 43 6F 64 65 3A 20 33 3B 20 43 68 61 6E 20 49 44 3A 20 4E 2F 41 3B 20 44 53 49 44 3A 20 92 3B 20 4D 41 43 20 41 64 64 72 3A 20 4E 2F 41 3B 20 4F 46 44 4D 2F 4F 46 44 4D 41 20 50 72 6F 66 69 6C 65 20 49 44 3A 20 4E 2F 41 2E 3B 43 4D 2D 4D 41 43 3D 61 30 3A 36 38 3A 37 65 3A 61 32 3A 62 31 3A 34 64 3B 43 4D 54 53 2D 4D 41 43 3D 30 30 3A 62 30 3A 65 31 3A 37 33 3A 33 30 3A 65
01/09/2021 11:28 2436694062 5 "Unicast DSID PSN startup error"
01/09/2021 11:28 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001200 5 "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 2436694061 5 "Dynamic Range Window violation"
01/09/2021 11:16 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 3.;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 73040100 6 "TLV-11 - unrecognized OID;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:16 68000300 5 "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv4"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/09/2021 11:15 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/07/2021 11:11 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/06/2021 10:26 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30: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=a0:68:7e:a2:b1:4d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/06/2021 09:21 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/06/2021 09:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/06/2021 09:20 73000200 3 "REG RSP not received;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30: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=a0:68:7e:a2:b1:4d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/06/2021 09:05 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/06/2021 08:53 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/06/2021 08:53 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/06/2021 08:53 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:02 68000100 3 "DHCP FAILED - Discover sent, no offer received;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01 85000200 3 "UCD invalid or channel unusable;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:b0:e1:73:30:ed;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:00:00:00:00:00;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=a0:68:7e:a2:b1:4d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694048 3 "Telnet user logged in from IP address 192.168.100.101."
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:68:7e:a2:b1:4d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
Parents
  • 0 7 days ago

    Update on this,

    I got a service rep out to the house. They immediately pointed out that the Cox lines from the tap to the box on the house, and from that box to the hole in the wall were terribly weathered. After he replaced the cables, the problems persisted. He also ruled out all hardware on my side and dropped a bunch of jargon claiming that the problem was at the tap and is going to put in a ticket to engineering to check/replace that tap.

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