Incompetence at the highest level
For almost 2 weeks now, I have been unable to properly use my internet services. I pay for the Ultimate Bundle, mainly for heavy gaming and streaming. Recently, I have been experiencing major packet loss, choke and request time outs with my connection. When I originally called, the person over the phone told me my modem was the problem; I had an arris SB6190. He recommended I buy a netgear cm1000, which indeed I did. A few days later, the modem arrived and the problem wasn't resolved. A ticket was created for me and a technician came out on 10 / 23 (Monday). He couldn't figure out the problem, so he referred my case to maintenance. I have called almost every day since 10 / 23 (Monday) to make sure my ticket was moving in the right direction, and EVERY SINGLE PERSON told me the maintenance team is going to work on it, and that they need 3-5 days to fix this issue. I called yesterday 10 / 26 (Thursday) to ask for a status, and I was told that a supervisor would call me back within a few hours to inform me of what is going on. I never received a call back. I call again today 10 / 27 (Friday), in which the tier 2 technician tells me a maintenance ticket was never properly put in. WHAT?!?!?! Before I elaborate, let me just tell you everything I have tried. 1) New modem - 2) Bypassed router and went direct to modem - 3) bought new Ethernet cable [cat6] - 4) tried using WiFi instead - 5) tried using multiple computers, all have the same issue - 6) had tech come out to test the lines, which tested fine - 7) called tier 2 numerous times, in which they have confirmed they do see packet loss on my connection **Also a side note. I have worked in I.T. for 10+ years, and I am not computer/networking illiterate.** Back to the status, they now tell me a tech has to come back out to look at the problem once more, and if he can't resolve it (which I am confident he 100% will not), he will refer back to the maintenance team. This is absolutely ridiculous and incompetence at the highest level. How is it possible that over 5+ people within the past week have all told me a maintenance ticket was properly created into the system, and the last day I expect it to be resolved, I get word that they cannot even see a maintenance ticket on my account. After I requested to speak to a supervisor this morning (15 minutes ago), I told him he needs to go back and review all my calls (I hope they are recorded). It is nearly impossible for everyone to magically see that maintenance ticket, but then suddenly it disappears? I even talked to the CAG Line yesterday, in which they also confirmed a maintenance ticket. I am about to ready to completely cancel my service with COX, because this is the most unprofessional and incompetent practice I have seen since Comcast.4.8KViews0likes14Comments
Intermittent disconnect at least once per hour
I get many messages from Cox online backup telling me that my connection has been lost, and if I'm on FB I see a message under chat telling me also that the connection has been lost. It reconnects immediately without me doing anythng, but this can't be right and I fear it may signs of something worse to come... I've always had problems when trying to stream anything on DirectTv or Chromecast, I think this constant disconnect/reconnect may be causing those problems. What are the first things that I should check and/or do?4.7KViews0likes9Comments
Intermittent Daily Packet Loss and Connection Drops - 92673
Hello, I'm in Southern California, ZIP CODE 92673 and have been getting intermittent packet loss and connection drops on a daily basis. It usually happens in the late morning or early afternoon when I'm working from home and is proving to be very disruptive as I'm on wi-fi calling and the calls often drop during the middle of a conversation or I lose my Skype session. I suspect that node saturation might be a factor, but need someone to take a look. I have used continuous pings to isolate the issue and feel that the problem is occurring beyond my equipment. I'm hardwired from my laptop to my router which is connected directly to Cox'sCisco DPQ3212 DOCSIS 3.0 2-PORT Voice Modem. Attached are pictures of the power levels on the modem pings to different hops when everything is working fine. I'm now working to capturing examples of when the packet loss occurs so you can see where things are failing. Since I'm using PingPlotter Free, I only have 10 minutes of history, so I will attempt to catch this problem soon. So right now I have continuous pings to my router (192.168.1.1) the internal IP of the cable modem: (192.168.1.1), My External Public IP and the first private 10.X address that is a hop away from the cable modem. I assume this IP is on the node? TTL for the 10.X address is 254. While I wait to catch this packet loss, can you take a look at the attached power levels to see if my modem has adequate power levels and Signal to Noise Ratio's? Also, not sure if it helps, but when the packet loss/drops occur, the power levels on the downstream spike by at least +1dBmV. BTW, I replaced the Cisco cable modem a few weeks ago and nothing has improved. Phil3.5KViews0likes6Comments
Water In Cable Coming From Pole To House
I recently have been having problems with Internet connectivity, especially when it is wet or raining out. I checked the connection to the house, and to my surprise found one cable from the house connected to your line via a grounded connector with only rubber boots (cracked and dried out) protecting the threaded connectors. No box. The other three lines my wife had run in her house were not connected and had long since corroded. I decided to install a splitter to connect all four lines, and place everything in a weatherproof box. I got new connectors for the corroded lines, the splitter and box. When I disconnected the lines to your little grounded barrel connector, however, watter ran out of the line running from the pole. I hung it straight down, and let it continue to drip while I repaired the other cables and set up the splitter. When I was ready to reassemble everything with your line, it was still quite wet inside. I shook out as much water as I could, then sprayed some WD40 in it to try and displace more water. Once this "dried" (never really did), I reassembled everything. The system works, but I fear the line will fill with water again. I suspect faulty insulation or a poorly sealed connector at the pole. I can tell you from 30+ years in electronics, including RF up to 50 GHz, water in a cable is no good. How do I go about having Cox replace this line?3.3KViews0likes1CommentConnection Issues
I have been having chronic network issues for over 4 months now. At first I thought that my issues were purely due to the fact that I was experiencing issues when running my PC off of a wifi extender, but after setting up a new hard wire connection to my computer, I have been experiencing the same behavior that I had been seeing before. Also, my issues have not been limited to my computer. When connecting to my wifi network on my phone or TV I experience the same behaviors that I do when being connected via ethernet. I now keep my network graph constantly open on one of my monitors so that I can take a screenshot of it whenever I experience issues. Since October 7 of this year I have over 240 screenshots with each showing the same behavior. I will be operating like normal and then I will experience a sudden loss of network quality to the point of not being able to load basic web pages. There are hardly every any noticeable symptoms that can show that I am about to lose connection, most graphs are healthy for whatever operation I happen to be performing at the time whether that be video streaming, downloading, or playing online video games. The constant issues have becoming an increasingly annoying detriment to my daily routine and have even prevented me from being able to play most online games out of fear that I will be kicked from the match to a loss of connection and will face penalties for perceived poor teamwork.3.3KViews0likes5CommentsMultiple connection timeouts happening every few minutes
I have been having multiple connection timeouts while using my service, usually happening every 5 minutes. I can't enjoy my online gaming for more than that time without being disconnected from the servers. I have tried everything from unplugging the modem for a few minutes then plugging it back in, having the modem's power go directly into the power outlet, replacing the rental modem that I was using with a newer and faster one, being directly hardwired into the modem and not using the router, changing DNS servers, and flushing the DNS. Cox even sent a "technician", though he was only contracted, to my home to check my wires. He said everything looked fine. Yet the problem persists. This problem has been going on for more than year now and I'm extremely frustrated and just lost on what else to do. Any help or advice would be greatly appreciated. Thank you.Solved2.5KViews0likes5CommentsT3 timeouts, high total correctable corewords, slow web surfing
Long time lurker, first time poster. I have Cox's preferred tier at 50Mbps down and 5Mbps up. I get T3 timeouts, channel 22 shows a high correctable coreword, slow web surfing, and I can be watching vidoes sometimes and they would end up buffering. Here are the things I did try: Physically resetting the cable modem and router (SB6141 and WNDR3700v3) Reformatting the hard drive and reinstalling Windows 10 Home and all updates Upgrading NIC drivers Scan for viruses, malware, Trojans, and everything else using Windows Defender and Malwarebytes, but those applications have not found anything. Changed Ethernet cables to the PC > modem > router to brand new CAT6 ones. Did computer maintenance Reboot the computer itself I did use Cox Chat Support, but they were little to no assistance I used "Reset Cable Modem" on the Cox Accountpage, but I find that to be no assistance. Here are the signal levels(I don't have cable TV,I have DirecTV): Downstream Bonding Channel Value Channel ID 22 17 18 19 20 21 23 24 Frequency 939000000 Hz 909000000 Hz 915000000 Hz 921000000 Hz 927000000 Hz 933000000 Hz 945000000 Hz 951000000 Hz Signal to Noise Ratio 39 dB 38 dB 38 dB 38 dB 39 dB 40 dB 39 dB 39 dB Downstream Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading 7 dBmV 4 dBmV 5 dBmV 6 dBmV 6 dBmV 7 dBmV 8 dBmV 8 dBmV Upstream Bonding Channel Value Channel ID 3 1 2 4 Frequency 29800000 Hz 18400000 Hz 23300000 Hz 36300000 Hz Ranging Service ID 10 10 10 10 Symbol Rate 5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec 5.120 Msym/sec Power Level 39 dBmV 38 dBmV 39 dBmV 41 dBmV Upstream Modulation [3] 16QAM [3] 64QAM [3] 16QAM [3] 64QAM [3] 16QAM [3] 64QAM [3] 16QAM [3] 64QAM Ranging Status Success Success Success Success Signal Stats (Codewords) Bonding Channel Value Channel ID 22 17 18 19 20 21 23 24 Total Unerrored Codewords 37313197248 20133346698 20133355015 20133363377 20133333533 37313204352 37313205251 37313235456 Total Correctable Codewords 11855 448 354 167 302 694 1021 1258 Total Uncorrectable Codewords 1597 2459 2428 2433 2378 1462 2654 2343 Here are the logs: Jan 30 2017 17:30:17 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxCMTS-MAC=xxxxxxxCM-QOS=1.1;CM-VER=3.0; Jan 28 2017 22:33:58 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 28 2017 22:33:58 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxxxxx;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=xxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 28 2017 11:01:05 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxx:xxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 28 2017 11:01:05 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxx;CMTS-MAC=xxxxxxxxxxx;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=xxxxxxxxxxxxxxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Jan 28 2017 10:51:31 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 28 2017 10:51:31 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxxxxx-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=xxxxxxxxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Jan 28 2017 10:45:26 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 28 2017 10:45:26 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxx;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=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 26 2017 21:24:32 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 21 2017 17:23:15 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 21 2017 17:23:15 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxx:xxxx;CMTS-MAC=xxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:22 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxx;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=xxxxxxxxxxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Jan 21 2017 16:53:50 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=xxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Jan 21 2017 16:53:50 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0; Here are my Internet speeds from Internet Tools: Start Cox Net Download Speed Upload Speed Latency Your IP Address Cox Market Tue Feb 7 11:07 AM Yes 60 Mbps 6 Mbps 15 millisec xxxxxxxxxx Kansas I need assistance because paying $78 per month for Internet that disconnects and is laggy is horrible.2.3KViews0likes4CommentsUbee Modem Constant Disconnections
Hello Support, I have a Ubee dual band router. The 2.4Ghz band is constantly disconnecting from the Internet on an almost daily basis, while the 5Ghz band is stable. I always have to unplug/plug the modem since there is also no apparent way of doing a soft restart. Also, it's not an option to ignore the issue because I have some devices that only use the 2.4Ghz band. Hopefully, someone will be able to help, Adam2KViews0likes3Comments
My internet keeps going down for 5-10 intervals and ive had 5 techs out here.
So starting on 9/28/17 my internet started having interments drops in connection. Ive had 5 techs out here since then and theyve replaced all my lines my router 3x's and run several speed tests. None of them have been able to figure out the issue and they refuse to check the node for corrosion or anything like that. Ive asked 3 times now for someone to check the node and I keep getting the run around. I cant stream or play video games because everytime i try my internet will go down several times during the hour. I had one technician tell me it was because of the website i use to watch videogame streams, which is twitch.tv. At this point im really thnking about switching because im getting so sick and tired of all the run around ive been getting. Also i checked some levels and logs while it was happening and unfortunately i cant ever check it while its happening because my internet isnt working but this is the most i could find. 10/3/2017 8:54 84000700 5 RCS Partial Service;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 8:54 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 8:54 84020200 5 Lost MDD Timeout;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 8:54 84000700 5 RCS Partial Service;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 8:56 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 8:56 84000700 5 RCS Partial Service;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 8:56 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 8:56 84020200 5 Lost MDD Timeout;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 8:57 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 9:06 73040100 6 TLV-11 - unrecognized OID;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 9:08 84000700 5 RCS Partial Service;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 9:08 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 9:08 84000700 5 RCS Partial Service;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 9:08 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 9:08 84020200 5 Lost MDD Timeout;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 9:26 73040100 6 TLV-11 - unrecognized OID;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 1/1/1970 0:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 9:55 73040100 6 TLV-11 - unrecognized OID;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 11:16 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0; 10/3/2017 23:51 73040100 6 TLV-11 - unrecognized OID;CM-MAC=78:23:ae:21:a6:9d;CMTS-MAC=00:38:df:9a:5a:41;CM-QOS=1.1;CM-VER=3.0;2KViews0likes5Comments
Looking to set up a line replacement.
Hello! In recent weeks I've had two technicians come over to try and troubleshoot my internet issue, and according to the second technician, the line to the tap that Cox replaced a few years back was not installed underground, but rather out of the back wall and above ground, going under the fence in the backyard. This has led to extreme interference and constant drops in my connection due to wear and tear by the weather, and he said with the permission of my landlord, I can have internal rewiring and line installment done for the house. I have two questions. One, since this was an error on Cox's behalf, is this line replacement going to cost me extra? And second, is there a number that my landlord can call to discuss the details of said rewiring? Thanks in advance!1.7KViews0likes1Comment