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
Internet dies nightly and modem has R.02 error before
We lose internet nightly and have to hard reset our modem. The line the modem is on comes right from the outside utility cox box so no splitting. Signal looks fine. Tried my multiple power outlets as well as bypassing modem. I attached my logs and signal. MAC address scrambled for safety. Downstream Bonding Channel Value Channel ID 22 19 20 21 Frequency 939000000 Hz 921000000 Hz 927000000 Hz 933000000 Hz Signal to Noise Ratio 36 dB 36 dB 36 dB 36 dB Downstream Modulation 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 5 dBmV 7 dBmV 6 dBmV 5 dBmV Upstream Bonding Channel Value Channel ID 4 3 2 1 Frequency 37300000 Hz 30800000 Hz 24300000 Hz 19400000 Hz Ranging Service ID 100 100 100 100 Symbol Rate 5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 2.560 Msym/sec Power Level 39 dBmV 39 dBmV 37 dBmV 37 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 19 20 21 Total Unerrored Codewords 500908058 500795689 500853166 500907392 Total Correctable Codewords 11 14296 6762 0 Total Uncorrectable Codewords R02.0 No Ranging Response received - T3 time-out;CM-MAC=Xx:d9;CMTS-MAC=Xx60;CM-QOS=1.1;CM-VER=3.0; Oct 03 2017 09:37:07 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=9xx:d9;CMTS-MAC=Xx60;CM-QOS=1.1;CM-VER=3.0; Oct 03 2017 09:37:07 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=Xx:d9;CMTS-MAC=Xx:60;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot from SNMP ;CM-MAC=Xx:d9;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Oct 03 2017 08:47:11 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=Xx:d9;CMTS-MAC=Xx60;CM-QOS=1.1;CM-VER=3.0; Oct 02 2017 19:09:41 5-Warning B301.2 Auth Reject - No Information;CM-MAC=Xxd9;CMTS-MAC=Xx60;CM-QOS=1.1;CM-VER=3.0; Oct 02 2017 19:09:40 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:d9;CMTS-MAC=Xx60;CM-QOS=1.1;CM-VER=3.0; Oct 02 2017 19:09:28 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=Xxd9;CMTS-MAC=0xx60;CM-QOS=1.1;CM-VER=3.0; Oct 02 2017 19:09:28 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=Xx24:d9;CMTS-MAC=Xx60;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=94:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Oct 02 2017 19:08:09 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=Xxd9;CMTS-MAC=Xx60;CM-QOS=1.1;CM-VER=3.0; Oct 02 2017 16:00:17 6-Notice D106.0 DHCP Renew - lease parameters tftp file-^1/E97F9E73/161/001 modified;CM-MAC=Xxd9;CMTS-MAC=0xx:60;CM-QOS=1.1;CM-VER=3.0; Oct 02 2017 14:51:27 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=Xxd9;CMTS-MAC=0xx60;CM-QOS=1.1;CM-VER=3.0; Oct 02 2017 09:48:36 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=94:xxd0:d9;CMTS-MAC=0xx60;CM-QOS=1.1;CM-VER=3.0; Oct 02 2017 09:12:05 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=Xx24:d9;CMTS-MAC=Xx:fd:60;CM-QOS=1.1;CM-VER=3.0;1KViews0likes1Comment