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My internet drops for a few minutes on a daily basis.
This started happening when I moved to a new address in the same city.
I own my own modem and support will not authorize a service dispatch to look into this and said I need to contact Arris for support.
Every time my internet drops I see these events on the modem (Arris SB6183)
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Followed by this when the connections starts working:
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
REG RSP not received;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
My signal levels are:
I believe the T3 time-out error is a loss of communication from my modem to the CMTS and not sure how Arris support would troubleshoot this further. They want $39.99 to open a support case.
Does anyone have any suggestions as to what this error message means and how to get support from Cox?
Wow, Tier 1 by phone is getting pretty bad. The T3 errors are from noise/ingress on the upstream. I think the T4 errors are from you somewhat low downstream SNR but I am not sure. It should be above 35-36 but you power level is on the high side. Are you going through a amp or splitter of any kind? If you have a direct connection I would demand a tech. As long as it is a outside problem there should be no cost. If you are really worried, get Cox Complete Care for a few months to cover the cost.
There is one splitter, no amps.
Bull poop. They are just pretending they can't roll a tech. Email Cox at firstname.lastname@example.org and ask. Include your account info and a link to this thread. Update the thread with what they say. If they keep being difficult, file a FCC complaint but I think that is extreme at this point. Try the email first.
Have you heard back from them yet? If not, shining the Bat signal for Becky
yes, truck is rolling out today
Great to hear. Let us know how it goes.
They tightened the line from the pole to the house, replaced the splitter on the outside of the house and checked the signal levels at the outlet where the modem is inside the house.
No more issues since they came out.
I did signup for complete care before they came out. Do you know if this would have been considered a billable tech visit, if not I am going to cancel complete care.
Basically anything past the demarcation point(where the coaxial grounds) is considered customer wiring, so it may have been considered billable with that splitter. I think you have to keep it for 3 months for the call to be covered, which is cheaper then one visit, so I would keep it for atleast that long.
BTW, did you edit the post about the splitter? I thought before you said you had no splitters, not one. If I would have seen that I would have suggest replacing it before hand. Atleast now you now you have a "Cox official" splitter. I assume the splitter is for TV service? If so, any problems there?
Last, could you post your new signal levels? I am curious if replacing the splitter fixed your minor SNR issue.
The splitter is inside the Cox enclosure on the side of the house. It was originally put there by Cox and they replaced it with an identical model. It is what has the ground wire attached to it.
One Coax wire from the box goes to the modem in the basement and the other goes to another outlet.
Would that splitter be considered past the DMARC?
Here are the current levels.
Looks identical to me, but we can't see the upstream SNR, which would be causing the T3 errors. My guess is someone put the splitter in place because your signal levels are so strong and they replaced it as a troubleshooting step and the tightening the connection at the drop is what really fixed your problem.
Nick440 said:Would that splitter be considered past the DMARC?