Forum Discussion

gastroguy's avatar
gastroguy
New Contributor
10 years ago

Internet drops intermittently - Hampton Roads

Hey Guys, 

Just looking for some help and saw some good responses after trolling through the site today. I have been plagued by intermittent disconnections persistently for almost two years at this new house in Williamsburg, VA. I have replaced my Motorola SB 5101 with the new SB 6141 and still have the same problem. I have replaced an Apple Time Capsule with the Asus RT-AC68U router and still have the same problem. I called COX tech support and they couldn't seen any problem so they sent out a tech. He found some old connectors and inappropriate grounding and fixed all of that. He tested the line (which is a direct RG-6 coax connection to the box on the side of this house with new connectors and no splitters) and we were getting plenty of signal strength. Unfortunately, the problem recurred. Sometimes it is more than once per day, other times we go days without a drop. Every time though, resetting the modem fixes the problem. This morning it happened, no wi-fi internet, no hard-wired internet. 

I found this log in my modem this afternoon: 

So, any help I can get, I will take. 

Should I replace the RG-6 with quad shielded cable? Should I go for a Cisco router that may be better supported by Cox. I bought the SB6141 outright, but may be able to return it.

Thanks guys,

6141
ConnectionLoss
frustrated dropped_connections
REPEATED PROBLEM

9 Replies

Sort By
Replies have been turned off for this discussion
  • gastroguy's avatar
    gastroguy
    New Contributor
    10 years ago

    Sorry the log image didn't translate. Here it is. Thanks.
    Message
    Oct 23 2014 07:01:55 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Oct 23 2014 07:01:55 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:30 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Oct 22 2014 20:59:34 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Oct 22 2014 20:59:34 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:21 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
    Oct 22 2014 14:13:18 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Oct 22 2014 14:13:18 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:21 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
    Oct 22 2014 12:00:26 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Oct 22 2014 12:00:26 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:20 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Oct 22 2014 10:27:11 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Oct 22 2014 10:27:11 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:31 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=e4:d3:f1:80:ee:b3;CM-QOS=1.1;CM-VER=3.0;
    Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=3c:36:e4:97:f2:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
  • MichaelJ's avatar
    MichaelJ
    Moderator
    10 years ago

    Hi, we can take a look at the modem setup. Please reach out to us via Facebook or Twitter @COXHELP and send us your home address in either a private message via Facebook, or in a DM via Twitter. Please reference this thread in your message.

  • teamrevo's avatar
    teamrevo
    New Contributor
    10 years ago

    I have a SB6141 as well and just started dropping connection last night...

  • DerrickW's avatar
    DerrickW
    Valued Contributor
    10 years ago
    teamrevo,

    If you are still having trouble let us know, we may need to have a tech come out to your home if the modem is offline.  Send us an email at cox.help@cox.com.
  • gastroguy's avatar
    gastroguy
    New Contributor
    10 years ago

    Derrick, thank you for your help. Sorry for the late reply. Wasn't quite sure how the forum worked. 

    I am still having issues. It is really random. I can go a week or two with no problems, then have it drop three times in one day. Restarting the modem always works. 

    I will contact you with private info. 

    Thanks again.

  • ChrisL's avatar
    ChrisL
    Former Moderator
    10 years ago
    The signal levels being reported by your modem are quite high actually suggesting that a technician may need to come back out and troubleshoot further.  Definitely email us at the address Derrick provided and we can help with that.

  • rjaffeux's avatar
    rjaffeux
    New Contributor
    10 years ago

    We have been having the same trouble. We have been having trouble for over 2yrs. We got a new computer last January. It was having the trouble on the last computer and still on the new one, we got kind of used to it honestly just resetting out modem all the time. But sometimes it gets VERY VERY annoying when it does it over and over and over, like tonight. We got a new modem a month or so ago think it was going to solve the prob. because Cox kept suggesting it and I thought OMG maybe that is our problem. But it hasn't been. We have had so many disconnections this evening I finally reset the modem this evening and it seems to have stopped it. But it will again by tomorrow it ALWAYS does. I just WISH Cox in Hampton roads would fix this problem. I have personally turned it in more than once....

  • gastroguy's avatar
    gastroguy
    New Contributor
    10 years ago

    Tech visit arranged. Thanks. Hope it helps this time. Getting frustrated. In reponse to your question for Rachel, my modem's lights do not change when the connection is dropped. Restarting the modem always fixes it at least for a little while. 

  • ChrisL's avatar
    ChrisL
    Former Moderator
    10 years ago
    @gastroguy

    Are you sure a tech was out?  Your modem doesn't look like it's been reset recently and I show the visit as not being complete yet.