SB6141 Random Drops - Months and no resolution

As the title says, I have had the mysterious random dropping of my SB6141 for a while now. My previous modem had the same issues and was a DOCSIS 2 surfboard. I thought the modem was the issue and bought the SB6141 but the same issue was happening.

Upon inspection of the cable run from the drop outside of my house I found the following: Barrel to my indoor run which was RG59 which went to another barrel then into RG6. From there, another barrel into RG6 down to a wall plate barrel with a short RG6 jumpre into a 2 way splitter with 2 RG6 tails - one to modem and one to digital cable box.

About a month ago I replaced all of the cable and components in line. It now looks like this: Barrel to RG6 coming into the house with a straight run into the wall plate barrel (I also replaced this barrel) Then a short jumper into a 2 way splitter with 2 tails (one to modem and one to digital cable box) and the problem still persists. I am getting about 10 drops per day at random times.

I have had a technician come out to check the signal to the house but of course all he did was remount the cable drop on my house and call in for the signals to be checked - I thought they would at least disconnect the cable and check the integrity of the cable itself and maybe even check the plate at the pole. I guess I have a higher standard when verifying the integrity of a system.

Anyway, here are screen grabs of a couple of configurations for signal and a log file from today. I have yet to get a screen grab when the signal actually drops.

Before the cables and components were replaced

After cables and components replaced

After cables and components replaced without splitter or cable box

After cables and components replaced with splitter but no cable box

And finally a log from today

I should also mention that I have tried several power supplies and moved the power supply from surge protected to direct in the wall in various configurations with no apparent change. After speaking with a friend who was a Cox field technician for a while he believes this is an issue outside of my house and likely at the pole. Several years ago when this issue first started presenting itself it was after a major weather event where my cable was actually pulled form the house but still connected and hanging low over the street. I reattached it but no one ever came out from Cox to verify the cable at the pole.

I am still trying to vet other neighbors to see if they have any issues with their connections as well. So, where do I go from here?

36 Replies

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umyeah
New Contributor
10 years ago
Are you using a router? If so then try doing a straight wired connection, bypassing the router. Just from the modem to the device. If you are still getting booted then you know its the modem. If you don't then you know it's the router. Maybe try getting the router reconfigured to a different frequency. Or maybe try upgrading your modem to a Docsis 3 modem. Depending upon where you live there could be an upgrade of speed for you. I would look into that.
Dedw8
New Contributor
10 years ago
I am having the same problem whenever the weather changes -- I drop the in coming lights on the modem and my browser says "No internet available"
Mike_Zap
New Contributor
10 years ago
My modem is fairly new - only a couple of months and is DOCSIS 3. I believe I am already on Premier service and the speeds check out on testing. I can't say 100% it isn't the modem but I would certainly feel better if Cox actually verified the plate on the poll wasn't damage or their isn't something else on our network in the neighborhood going on.

As far as weather, I haven't really noticed any significant difference between hot and sunny, cold or raining. The symptom seems completely random as far as weather is concerned. FYI I am in the New Orleans area.
DerrickW
Valued Contributor
10 years ago
Hi Mike, we can look into these issues further for you. How often are you experiencing disconnects? I was able to pull up the modem info from the MAC in the screenshot you provided. There also appear to some power adjustment issues, do you have the modem plugged into an outlet by itself?
Mike_Zap
New Contributor
10 years ago
The disconnects are daily and average 10 a day at random times. The power is coming from the same outlet as the rest of my entertainment center. but usually only a few devices are on at a time. I had the modem previously plugged into a surge protector (not a power conditioner) and then to eliminate that as a possible issue, I moved it directly to a wall outlet. I do have access to a Furman power conditioner I can drop in as a further test.

(and silly me with the MAC address)
ChrisL
Former Moderator
10 years ago
Signal levels look good now however I'm also seeing the modem reporting excessive power adjustments trying to maintain sync which can be power supply related. If all else fails a technician can be scheduled to come out and troubleshoot further. He/she would have the ability to check service at the tap as well as at various outlets in your home to isolate the issue.
Mike_Zap
New Contributor
10 years ago
I have already tried 3 different power supplies with no change. I find it pretty hard to believe that all 3 of them are bad (2 brand new out of the box). I wouldn't rule out the modem but as I said, this same issue was happening with my old modem which is why I bought a new one but the same issues persist.

Tell you what, if you can schedule a tech for me on Friday, I would let them in my house, begrudgingly, but I will. I also want someone that will get up on that pole and check things out as well.

I would like to say that of all the resolutions to this issue online across all of the providers, the issue was in the home less than 10% of the time. I've probably read over 100 threads with thousands of posts already concerning this very issue. But hey, you never know right?
Mike_Zap
New Contributor
10 years ago
I wanted to provide an update and some further info. I will be using a Furman AC-215 AC Power Conditioner to eliminate source power as an issue. I will also purchase a 4th power supply to test with (though this is really getting to be absurd)

Also, what is the current version of firmware for the SB6141?
Mike_Zap
New Contributor
10 years ago
I installed the Furman last night night but did not get a chance to get a new power supply. 1 drop within the first 3o mins and 3 more overnight. After the new power supply tonight, what do you guys suggest next?
ChrisL
Former Moderator
10 years ago
Power is certainly not the only possible cause but rather the most probable in situations such as these. It may be necessary at this point to schedule a technician to come troubleshoot further. Should a problem be identified at the tap or beyond he/she would open a ticket with our maintenance team for further follow up.