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fengl16's avatar
fengl16
New Contributor
2 years ago

Intermittent Connection Issues

For the past month, I've been observing minor connection issues while online (either in a call / gaming). While they are minor, they are enough to interrupt I am doing. I've tried power cycling the modem and had Cox support push a firmware update to the modem as an attempt to resolve this issue, but so far they don't seem to work. Does anyone have any ideas what the issue maybe? Below are the downstream and upstream values I copied during one of the connection drop.

Downstream  Channel Bonding Value
Index Lock Status Frequency SNR Power Level Modulation
1 Locked 681 MHz 38.0 dB -11.2 dBmV 256 QAM
2 Locked 687 MHz 38.2 dB -11.0 dBmV 256 QAM
3 Locked 693 MHz 38.5 dB -10.7 dBmV 256 QAM
4 Locked 699 MHz 38.4 dB -10.7 dBmV 256 QAM
5 Locked 705 MHz 38.6 dB -10.4 dBmV 256 QAM
6 Locked 711 MHz 38.5 dB -10.5 dBmV 256 QAM
7 Locked 717 MHz 38.3 dB -10.7 dBmV 256 QAM
8 Locked 723 MHz 38.3 dB -10.7 dBmV 256 QAM
9 Locked 729 MHz 37.7 dB -11.4 dBmV 256 QAM
10 Locked 735 MHz 37.7 dB -11.4 dBmV 256 QAM
11 Locked 741 MHz 37.4 dB -11.8 dBmV 256 QAM
12 Locked 747 MHz 37.2 dB -11.6 dBmV 256 QAM
13 Locked 753 MHz 37.3 dB -11.7 dBmV 256 QAM
14 Locked 759 MHz 37.7 dB -11.3 dBmV 256 QAM
15 Locked 765 MHz 37.9 dB -11.4 dBmV 256 QAM
16 Locked 771 MHz 38.2 dB -11.2 dBmV 256 QAM
17 Locked 777 MHz 38.0 dB -11.5 dBmV 256 QAM
18 Locked 783 MHz 37.8 dB -11.8 dBmV 256 QAM
19 Locked 789 MHz 37.5 dB -12.1 dBmV 256 QAM
20 Locked 795 MHz 37.2 dB -12.6 dBmV 256 QAM
21 Locked 801 MHz 36.8 dB -13.1 dBmV 256 QAM
22 Locked 807 MHz 36.4 dB -13.6 dBmV 256 QAM
23 Locked 813 MHz 36.0 dB -13.8 dBmV 256 QAM
24 Locked 819 MHz 35.5 dB -14.2 dBmV 256 QAM
25 Locked 825 MHz 35.6 dB -14.0 dBmV 256 QAM
26 Locked 831 MHz 35.5 dB -13.9 dBmV 256 QAM
27 Locked 837 MHz 35.5 dB -13.9 dBmV 256 QAM
28 Locked 843 MHz 35.8 dB -13.5 dBmV 256 QAM
29 Locked 849 MHz 35.8 dB -13.4 dBmV 256 QAM
30 Locked 855 MHz 35.6 dB -14.0 dBmV 256 QAM
31 Locked 861 MHz 35.2 dB -14.2 dBmV 256 QAM
32 Locked 867 MHz 34.6 dB -15.0 dBmV 256 QAM
159 Locked 300000000 41.6 dB -6.9 dBmV OFDM

Upstream Channel Bonding Value
Index Lock Status Frequency Symbol Rate Power Level Modulation Channel Type
1 Locked 36 MHz 5120 49.8 dBmV QAM ATDMA
2 Locked 30 MHz 5120 48.8 dBmV QAM ATDMA
3 Locked 24 MHz 5120 47.8 dBmV QAM ATDMA
4 Locked 17 MHz 5120 47.3 dBmV QAM ATDMA

Some additional information on the modem itself:

- HW version: 2.0

- Vendor: Technicolor

- BOOT Version: S1TC-3.63.20.104

- Core Version: 1.0

- Model: CGM4331COM

- Product Type: XB7

connection issues
internet

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  • Bruce's avatar
    Bruce
    Honored Contributor III
    2 years ago

    Thanks for the part number...NOT.  The filter is an ARCOM WHP-5/13...it's no longer on the website of ARCOM...and from another forum, it's a Return Path Filter for CATV.  An installer could have intended for Internet.

    I spotted an "18 AWG" so it's RG6.

    If you only have Internet, you should call a tech to clean up this mess.  If not, try bottom-black straight into amp.  I hate for you to do this 'cause I don't know where these drops are going.

    www.ebay.com/.../334221915264

    • fengl16's avatar
      fengl16
      New Contributor
      2 years ago

      Thanks for the help so far. I took your advice and went back up to rewired the whole thing so it goes like this outside wire > amp > modem and this the resulting downstream data I get now:

      Downstream  Channel Bonding Value
      Index Lock Status Frequency SNR Power Level Modulation
      21 Locked
      801 MHz
      39.8 dB
      		 9.6 dBmV 256 QAM
      5 Locked 705 MHz 40.7 dB 11.8 dBmV 256 QAM
      17 Locked 777 MHz 40.6 dB 11.2 dBmV 256 QAM
      18 Locked 783 MHz 40.0 dB 10.4 dBmV 256 QAM
      19 Locked
      789 MHz
      		 40.2 dB 10.7 dBmV 256 QAM
      20 Locked
      795 MHz
      		 39.7 dB 9.6 dBmV 256 QAM
      22 Locked
      807 MHz
      		 39.2 dB 8.7 dBmV 256 QAM
      23 Locked 813 MHz 39.0 dB 8.6 dBmV 256 QAM
      24 Locked 819 MHz 38.6 dB 8.4 dBmV 256 QAM
      25 Locked 825 MHz 38.3 dB 8.0 dBmV 256 QAM
      26 Locked 831 MHz 38.8 dB 8.5 dBmV 256 QAM
      27 Locked 837 MHz 38.6 dB 8.1 dBmV 256 QAM
      28 Locked 843 MHz 39.0 dB 8.8 dBmV 256 QAM
      29 Locked 849 MHz 39.0 dB 8.4 dBmV 256 QAM
      30 Locked 855 MHz 39.0 dB 8.2 dBmV 256 QAM
      31 Locked 861 MHz 38.7 dB 7.6 dBmV 256 QAM
      32 Locked 867 MHz 38.3 dB 6.7 dBmV 256 QAM
      33 Locked 357 MHz 39.8 dB 10.7 dBmV 256 QAM
      34 Locked 363 MHz 39.9 dB 10.7 dBmV 256 QAM
      35 Locked 369 MHz 40.0 dB 10.8 dBmV 256 QAM
      36 Locked 375 MHz 40.0 dB 10.9 dBmV 256 QAM
      37 Locked 381 MHz 40.2 dB 11.3 dBmV 256 QAM
      38 Locked 387 MHz 40.1 dB 11.3 dBmV 256 QAM
      39 Locked 393 MHz 40.3 dB 11.6 dBmV 256 QAM
      40 Locked 399 MHz 40.3 dB 11.5 dBmV 256 QAM
      41 Locked 405 MHz 40.4 dB 11.6 dBmV 256 QAM
      42 Locked 411 MHz 40.0 dB 11.1 dBmV 256 QAM
      43 Locked 417 MHz 40.2 dB 11.1 dBmV 256 QAM
      44 Locked 423 MHz 40.0 dB 10.9 dBmV 256 QAM
      45 Locked 429 MHz 40.0 dB 10.9 dBmV 256 QAM
      46 Locked 435 MHz 39.9 dB 11.0 dBmV 256 QAM
      32 Locked 441 MHz 39.9 dB 10.8 dBmV 256 QAM
      159 Locked 300000000 42.8 dB 15.4 dBmV OFDM
      • Bruce's avatar
        Bruce
        Honored Contributor III
        2 years ago

        SNR definitely improved at an average of 2.5 dB.  Power is a little high but definitely out from less than 1 dBmV.  Did you reboot DOCSIS?

        Go game and update us.

  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    2 years ago
    @fengl16

    Do you have a switch or router connected to your Model: CGM4331COM? Also, are you experiencing this on a wired or wireless connection?

    Jonathan J
    Cox Moderator
    • fengl16's avatar
      fengl16
      New Contributor
      2 years ago

      I do have a router connected to the modem and issue is still the when I'm directly connect to the modem via ethernet. 

  • Bruce's avatar
    Bruce
    Honored Contributor III
    2 years ago

    Down Power good not great.  I like how your logs notate the frequencies.

  • fengl16's avatar
    fengl16
    New Contributor
    2 years ago

    I'm happy to report that removing the splitter has basically solved the connection issue. However I haven't tried removing the amp from the line as the weather lately has been too hot to even attempt to go into the attic (but I'll keep that in mind if I ever do run into more issues)

    • JonathanJ's avatar
      JonathanJ
      Former Moderator
      2 years ago
      @Fengl16

      Based on your findings it appears the splitter may be bad. Have you tried replacing it?

      Jonathan J
      Cox Moderator
      • Bruce's avatar
        Bruce
        Honored Contributor III
        2 years ago

        No splitter required since OP only subscribes to Internet service.