frustrated dropped_connections

14 Topics

New modem is still getting constant T3 and Dynamic Range Window violation errors
Equipment: OLD Netgear CM1200 (bought in 2020) Google Nest Wifi and Access Point (bought in 2021) TPLink 5 port switch NEW Arris SB8200 (purchased yesterday) Since the beginning of December 2022 my 2 year old NetGear CM1200 had been disconnecting daily between 6am-9am and every single day I had to physically reset the modem since the COX app and chat support couldn't reset it remotely. COX chat claimed it was my 27 devices connected to Wifi (I had the ultimate plan) and that I needed to upgrade to the Gigablast. Conveniently the Gigablast plan was on a deal that was $5 less than the Ultimate so I upgraded, same issue. I had a technician finally come out a couple days ago and he checked EVERYTHING. He checked the following with the following results Checked the connection to the CM1200, speeds on Gigablast was about 430mbps download and 27 upload. Disconnected the router and modem, connected directly to the Coax cable from the wall, speeds were then 830mbps download and 36 upload. Tested 10,000 packets and none were lost. Checked the network hub in the laundry room that came with the house (I don't use it since I don't have a switch in there), he saw there was a MoCA connection (I believe?) where the outside network Coax line was connected to the office coax line (which my modem was connected to) so he disconnected them and tested the connection to the outside network. The test results were 830mbps download and 36 upload. Tested 10,000 packets and none were lost. He went outside to check the network box on the side of my house and confirmed there is no splitter and that it's a direct connection, he tested the connection and the speeds were the same as inside. Tested 10,000 packets and none were lost. He went to the utilities box and tested the line there, he tested 10,000 packets and none were lost. Speeds were the same as in the house. All tests were normal. Ultimately he said that my modem was "likely" the problem and that I should try a new one to see if things improve. I purchased the Arris SB8200 yesterday, I chatted with Cox to activate it around 2pm and everything was good until 2am when my Google Nest Wifi notified me that the internet went out for 30 mins. I haven't had any outages since 2am so I checked the logs and it looks the same as the CM1200 logs were.
alphapacific
3 years ago Place Internet
1KViews
0likes
11Comments
Internet Disconnecting STILL
Hello Cox, I am writing here cause at this point I am incredibly frustrated. For the past few months we have been continually struggling with our internet. It cutting out with no rhyme or reason. We had a tech come out and they "found the problem" which was a bad splitter in the attic. Fixed that issue and was told it should work now. Worked for a couple days and then boom. problem back. Called the tech back out and after looking at everything they said oh all the cables were really old and they weren't sure why they hadn't been changed last time. All of them were changed and we were told again that should fix it. Well we are STILL having issues. I work from home and this has been interfering greatly. Why does this keep happening? I really do not want to call the tech back and and honestly don't feel like i should have to. having a tech come out 3 different times because they found 1 problem and then stopped there is not okay. At this point I am starting to think its all a waste of time and money and just want to have stable internet so i can work. When we loose internet it still shows that i have full bars.
Kanani
3 years ago Place Internet
442Views
0likes
1Comment
how to get technical support for internet connection problems because of upstream noise ?
My home internet connection has problems every morning from 9am to 12:pm, frequently disconnected, than reconnected after some time. I discussed this issue in this forum, and post modem event log. People helped to check the cause of unstable internet connection and told me it's caused my upstream noise. I called Cox phone support, but it's too difficult to let the support technician understand this issue, he kept let me checking wireless router, and told me modem and connection looking fine, totally ignored my description of the issue. Really feel frustrated about it. I work at home, have to use my cell phone's data for internet connection during online meeting time. Are there any way to open ticket for this issue? Thanks.
xhao
4 years ago Place Internet
3.1KViews
0likes
0Comments
Random Disconnects ALL Day.
I have had a tech out about 3 times. Each time they say everything is fine but I'm always getting connection loss multiple times a day. They came and replaced the ends on all the lines and we removed splitters. Also moved the modem to another coaxial jack. I'm always getting these errors. Can anybody explain what needs to happen? ARRIS Surfboard S33. Also had the same issue with Netgear CM1000 Acquire Downstream Channel 807000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Enabled BPI+ DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 5 Locked QAM256 807000000 Hz 7 dBmV 43 dB 0 0 1 Locked QAM256 783000000 Hz 8 dBmV 44 dB 0 0 2 Locked QAM256 789000000 Hz 8 dBmV 44 dB 0 0 3 Locked QAM256 795000000 Hz 8 dBmV 44 dB 1 0 4 Locked QAM256 801000000 Hz 8 dBmV 44 dB 0 0 6 Locked QAM256 813000000 Hz 7 dBmV 43 dB 0 0 7 Locked QAM256 819000000 Hz 7 dBmV 43 dB 0 0 8 Locked QAM256 825000000 Hz 7 dBmV 43 dB 0 0 9 Locked QAM256 831000000 Hz 7 dBmV 43 dB 0 0 10 Locked QAM256 837000000 Hz 7 dBmV 43 dB 0 0 11 Locked QAM256 843000000 Hz 6 dBmV 43 dB 0 0 12 Locked QAM256 849000000 Hz 6 dBmV 43 dB 0 0 13 Locked QAM256 855000000 Hz 6 dBmV 43 dB 0 0 14 Locked QAM256 861000000 Hz 6 dBmV 43 dB 0 0 15 Locked QAM256 867000000 Hz 6 dBmV 43 dB 0 0 16 Locked QAM256 873000000 Hz 6 dBmV 43 dB 0 0 33 Locked QAM256 357000000 Hz 8 dBmV 44 dB 0 0 34 Locked QAM256 363000000 Hz 8 dBmV 45 dB 0 0 35 Locked QAM256 369000000 Hz 8 dBmV 45 dB 0 0 36 Locked QAM256 375000000 Hz 8 dBmV 45 dB 0 0 37 Locked QAM256 381000000 Hz 8 dBmV 45 dB 0 0 38 Locked QAM256 387000000 Hz 8 dBmV 45 dB 0 0 39 Locked QAM256 393000000 Hz 8 dBmV 45 dB 0 0 40 Locked QAM256 399000000 Hz 8 dBmV 45 dB 0 0 41 Locked QAM256 405000000 Hz 8 dBmV 45 dB 0 0 42 Locked QAM256 411000000 Hz 8 dBmV 44 dB 0 0 43 Locked QAM256 417000000 Hz 8 dBmV 45 dB 0 0 44 Locked QAM256 423000000 Hz 8 dBmV 45 dB 13 0 45 Locked QAM256 429000000 Hz 8 dBmV 45 dB 14 0 46 Locked QAM256 435000000 Hz 8 dBmV 45 dB 9 0 47 Locked QAM256 441000000 Hz 8 dBmV 44 dB 0 0 48 Locked QAM256 447000000 Hz 8 dBmV 45 dB 0 0 159 Locked OFDM PLC 300000000 Hz 8 dBmV 44 dB 398388960 0 Upstream Bonded Channels Channel ID Lock Status US Channel Type Frequency Width Power 1 Locked SC-QAM 36900000 Hz 6400000 40.8 dBmV 2 Locked SC-QAM 30500000 Hz 6400000 40.8 dBmV 3 Locked SC-QAM 24100000 Hz 6400000 40.5 dBmV 4 Locked SC-QAM 17700000 Hz 6400000 39.8 dBmV 6 Locked SC-QAM 12900000 Hz 3200000 38.3 dBmV Current System Time:Wed Oct 6 17:20:35 2021 5/10/2021 15:20:25 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:20:45 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:20:45 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 1/1/1970 00:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 1/1/1970 00:00:28 6 Honoring MDD; IP provisioning mode = IPv4 5/10/2021 15:37:46 5 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:37:47 6 TLV-11 - unrecognized OID;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:37:52 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:37:57 5 REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:37:58 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:37:58 5 Dynamic Range Window violation 5/10/2021 15:37:58 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:37:58 5 Dynamic Range Window violation 5/10/2021 15:37:58 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:37:58 5 Dynamic Range Window violation 5/10/2021 15:37:58 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:37:58 5 Dynamic Range Window violation 5/10/2021 15:40:18 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 15:40:47 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 17:55:01 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 17:55:27 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 18:14:12 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 18:14:36 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 5/10/2021 21:55:28 5 DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 6/10/2021 00:59:23 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 6/10/2021 00:59:52 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 6/10/2021 10:29:25 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 6/10/2021 10:30:05 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 6/10/2021 13:44:04 6 CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1; 6/10/2021 13:44:35 6 CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=ac:db:48:bc:f1:e1;CMTS-MAC=00:29:c2:01:e8:ec;CM-QOS=1.1;CM-VER=3.1;
KP702
4 years ago Place Internet
1KViews
0likes
0Comments
Netgear Orbi CBR750 Wi-Fi 6 DOCSIS 3.1 Mesh Wi-Fi Cable Modem Router - won't bond to more than 4-upstream bonded channels
I spoke to Cox sales & tech support prior to purchase of the CBR750 to verify this device is certified to work on the Cox network. - The Cox website actually features the modem- COX CBR750 page I have reached out though Facebook messenger, and cox.help@cox.com The issue is that we had a scheduled ‘upgrade’ to our service area in Apri 22, 2021 Our service area had an additional 4-upstream channels added to allow for the full ‘8’ — the Cox tech verified today that his field modem was getting the full 8 — the above The CBR750 is only locking Channel ID 1-4 The Cox webpage (link above) clearly states for the CBR750: “32x8 channel bonding” I need someone in Cox engineering to determine that the current modem firmware (V1.01.08.) does not allow for all 8 - upstream bonded channels with Cox cable. And or that my modem is correctly provisioned with the appropriate coding to allow for the full 32x8 channel bonding. I cannot personally provision these settings—or modify firmware. Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 4 5120 Ksym/sec 16900000 Hz 40.0 dBmV 2 Locked ATDMA 3 5120 Ksym/sec 23500000 Hz 42.0 dBmV 3 Locked ATDMA 2 5120 Ksym/sec 29900000 Hz 43.8 dBmV 4 Locked ATDMA 1 5120 Ksym/sec 36300000 Hz 43.3 dBmV 5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV ROUTER INFORMATION Hardware Version CBR750 Orbi Firmware Version V3.2.18.2_1.4.14 CM Firmware Version V1.01.08 CM Serial Number 67A109XXXXXXX CM Certificate Installed Facebook Messenger replies from Cox: "Hello XXXX. My name is Allison and I will be assisting you while Maria is away. We value you as a customer and apologize that you are experiencing issues with your modem upload bond channels. After reviewing your account, your account shows that your modem's current firmware version is V1.01.08. We are unable to send anything to you confirming this, but I will provide additional information on getting to this information on your own shortly. Currently, your modem is bonding to 4 upstream channels. We would have to refer you to the manufacturer of the modem to see why all 8 channels on your modem is not working. You can also attempt to log into your modem on your own by going to http://routerlogin.net and use the default username "admin" and password of "password" to login to your router directly to troubleshoot this. Here, you will also be able to find the latest firmware that is on your modem. We are unable to troubleshoot 3rd party equipment through this channel. However, for additional support on this you would have to reach out to NETGEAR or you can add our Advance support Cox Complete Care which $9.99 a month, they can remotely access your computer and assist you with diagnosing your equipment. -Allison" /////// I apologize XXXX, there is no other team I can get you over to, besides the options I've already provided. I understand this is not the answers you are seeking, however those are the only two options I can provide to you. You can also reach out to our Technical Support department at 800-234-3993, if you wanted to speak to someone directly about this. -Allison /////// I definitely understand your frustrations XXXX. I'm sorry we could not be of more help. Please feel free to download our free Cox App to manage your account. If we can ever be of additional support, please reach out. We are online 24 hours a day, 7 days a week. -Allison Apple Devices - https://itunes.apple.com/us/app/cox-connect/id415894489?mt=8 Android Devices - https://play.google.com/store/apps/detailsid=com.cox.android.mobileconnect&hl=en
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vegas62
4 years ago Place Internet
2.8KViews
0likes
7Comments
Internet goes out every night at 6pm(ish) until 10am(ish)
12/1/20 new wireless service. 12/11/20 no service and was told it was an outage and not known when it would be fixed. I phone, I chat, paper trail. 12/17 chat, I explain internet will only connect between 10am & 6pm, not before or after & I am told the outage has been fixed. We discuss tech coming out and charge if the issue is on my end vs no fee if it is on their end. I’m on a fixed income due to disability . I’m also enrolled in classes next semester, I need internet. So we schedule a tech. Tech comes out and informs me it is probably because I am still using my router and my modem is wireless. Ok, great. Remove router and tech is out in about 10 minutes at 3:10pm. 7pm, no internet. Again with the chat, I’m told to go to store re to exchange for new modem. Done! 6pm NO INTERNET! Up until the very day I plugged in the new modem, I had minor issues with my 4 year old modem and router. So here I sit on Christmas Eve with no freakin internet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Thesassylatina
5 years ago Place Internet
2.1KViews
0likes
0Comments
You're Not Crazy It's Happening To Everyone
I can't read one more. I can't read one more post that says, "my modem drops dozens of times a day, and comes back up minutes later, sometimes it's unusable for HOURS, I've rebooted, and reset, and refreshed, and I've replaced ALL of my equipment, I've called Cox dozens of times, techs have visited my house over and over, and it's STILL HAPPENING, EVERY DAY." It's not a user-end issue, and I can't believe that with ALL OF THESE IDENTICAL REPORTS (and you can add mine - identical), that Cox is just plum mystified (and always, EXTREMELY RETICENT TO ISSUE ANY KIND OF CREDIT FOR THEIR BREACH OF CONTRACT). It's too much. That's enough. The Federal Communications Commission is there to protect consumers from this fraud and abuse, and by God, I'll be calling on them to do so. Investigative journalists live to expose greed and corruption, and the lack of antitrust measures governing utilities like Cox is fertilizer for the kind of stink Cox gives you for hundreds of dollars a month. So anyway, does anyone have any suggestions, he asked rhetorically. (incidentally, the sheer VOLUME of tags, crowd-sourced, shows where the stakeholders are:)
FedUpWithCoxIsA
5 years ago Place Internet
2.4KViews
4likes
3Comments
WiFi.Cox.com no longer accessible
Hello less than user friendly business, Can someone please explain to me why the WiFi.Cox.com site now re directs to Cox.com? I need this site in order to turn on port forwarding. Every time I try to access this site, I get re directed back to here. I’m not going to get into the reasons why I shouldn’t even need this site. Because I should just be able to login to my router and turn on port forwarding that way. Whoops, I guess I did just get into the reasons I shouldn’t need WiFi.Cox.com. Anyway, back to my point. Since you like to make things more difficult, instead of less difficult, and require me to port forward via WiFi.Cox.com. Can you at least please tell me why WiFi.Cox.com is no longer accessible? Less than kind regards, Frustrated customer
Carpenter72
5 years ago Place Internet
1.1KViews
0likes
4Comments
EXTREMELY Slow Speeds for 6+ months
Hello, Since February I have had extremely slow internet speeds and other neighbors have complained. I have had 5 techs come out to troubleshoot the issue and they don't know how to help. I was paying for Gigablast, and the highest DOWN I could get was 120Mbps, but more often than not I would pull below 5Mbps with extreme jitter. This is direct in on a powerful desktop PC. I have tried 3 different network cards. I have tried 3 different modems, tested speeds on the tap outside my house to rule out wiring or interference, modem signal levels look normal. I have downgraded to 150Mbps and STILL get only ~ 5Mbps during peak. Techs have said the node I am is highly congested. They have also said it's not the node but some software issues in the back-end. It sounds more like they don't know how to solve the issue and are giving me excuses to move on to the next job - this is becoming increasingly frustrating as I work from home. I am reaching out for help before I switch to a different provider, but would really like to stay. Thanks for any support.
jcarothers
5 years ago Place Internet
1.7KViews
0likes
9Comments
Too many outages - Central Okla.
Anyone else in my area (73107) having outages so regular you can set your clock by them? For almost the entire month of April my connection drops out hourly. I only notice this when I'm home from work but I would guess it happens during the day which would mess with my kids attempting to do their school work. I notice it happening between the 30-40 minute mark of each hour (ie 430, 530, 630, etc). The connection drops out for 2-3 minutes the comes back up. I haven't been able to resolve the issue on my end, reset the modem and router more then once this month, ensured all the firmware is updated and none of that has helped. If there was a comparable option for internet I'd probably be looking into it.
knighthorse
6 years ago Place Internet
778Views
0likes
3Comments