Recent Discussions
3 Months of Multiple Daily Instances of Modem Self-Restarting
I am at a loss here. For the past 2-3 months, I've been having issues with my Panoramic Wifi modem issued by Cox, model CGM4331COM. At least 2-3 times per day, it will restart itself. This has been an everyday occurrence since the issue started. Starts off with losing internet connection to all devices, then the modem will blink yellow, then blink green, then back to solid white. It only takes about 5 minutes to come back online, but the constant daily interruption has become very irritating. Tonight it did something new, which prompted me to create this post; we lost connection and the light turned solid red until I unplugged the power and plugged it back in. We've had at least 5 techs come out to inspect outdoor lines, indoor lines, connection strength, ingress, the works. In the order in which steps have been taken to resolve the issue: A filter was installed on the outdoor connection. We had a pretty badly squirrel-chewed line that was replaced at the pole. There was an outdoor connection leading into our attic that was totally corroded that was replaced. The last tech that came mentioned that he removed a splitter in our attic so that we are directly wired from modem to pole now. In between all of this, we have been advised to replace the modem, and we did (twice). I have tried the online and telephone help options several times. A couple of times, it has restarted itself while I was on the phone or chat with the agent, and their only advice was to restart it? We have had the modem plugged into both a surge protector and directly into an outlet, and it still restarts itself periodically. We have tried plugging it into a different outlet with the same results. It has restarted itself whether it is physically connected to any devices via ethernet or not. All connections are tight and secure. I am not sure how to insert data into a table on here and make it legible, but I will occasionally look at the connection status screen under CM Error Codewords. Unerrored Codewords usually sit in the 50-100 million range. Correctable Codewords sit in the ~100k+ range. Uncorrectable Codewords will sit in the high 10-20k range. If need be, I can try to get better data from that section. Before this gets to be a novel, I'll leave it at this. I believe I have covered most of what has been attempted during the long troubleshooting process, but the last agent I spoke to on the phone happened to mention that none of the previous techs have been documenting their findings, so everyone that helps me at this point will just have to trust that we have tried seemingly everything with no results.
Modem automatically reboots
So I have the CGM4331COM Revision 2.2 and my modem has been automatically rebooting at least 2-3 times a day. I’ve had COX come out to the house yesterday July 9th 2023 and they couldn’t find an issue with my service. I’m not sure how to check my single levels or why this is happening. Does anyone have any insight or can tell me why this is happening? My tech did mention that COX pushes software updates that seem to always break things but this is extremely frustrating especially when playing online games or watching shows. Thanks for the help.
Moving modem best cable
Hello Internet, I have a SB8200 i would like to place on the opposite side of the house looking at cable to run from the point cox touches my house across (mostly under the roof but still outside) and then into the wall in the office. looking for cable suggestions the two i was looking at are below. https://www.amazon.com/dp/B003FW0X6Q/ https://www.amazon.com/dp/B09TNBC384 both are RG6 and 70ohms which i believe are the two main requirements. any suggestions? Edit: went with Media Bridge Cable. LOVE IT. Original Cox wring: Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 21 Locked QAM256 903000000 Hz 10.5 dBmV 44.1 dB 0 0 1 Locked QAM256 783000000 Hz 11.2 dBmV 44.9 dB 0 0 2 Locked QAM256 789000000 Hz 11.2 dBmV 44.7 dB 1 0 3 Locked QAM256 795000000 Hz 11.1 dBmV 44.5 dB 1 0 4 Locked QAM256 801000000 Hz 11.1 dBmV 44.5 dB 1 0 5 Locked QAM256 807000000 Hz 10.8 dBmV 44.4 dB 3 0 6 Locked QAM256 813000000 Hz 10.8 dBmV 44.3 dB 2 0 7 Locked QAM256 819000000 Hz 10.8 dBmV 44.3 dB 2 0 8 Locked QAM256 825000000 Hz 11.0 dBmV 44.4 dB 2 0 9 Locked QAM256 831000000 Hz 11.0 dBmV 44.3 dB 4 0 10 Locked QAM256 837000000 Hz 11.4 dBmV 44.5 dB 0 0 11 Locked QAM256 843000000 Hz 11.4 dBmV 44.5 dB 0 0 12 Locked QAM256 849000000 Hz 11.6 dBmV 44.6 dB 0 0 13 Locked QAM256 855000000 Hz 11.7 dBmV 44.5 dB 0 0 14 Locked QAM256 861000000 Hz 11.5 dBmV 44.6 dB 0 0 15 Locked QAM256 867000000 Hz 11.6 dBmV 44.6 dB 0 0 16 Locked QAM256 873000000 Hz 11.5 dBmV 44.5 dB 0 0 17 Locked QAM256 879000000 Hz 11.1 dBmV 44.4 dB 0 0 18 Locked QAM256 885000000 Hz 11.2 dBmV 44.5 dB 0 0 19 Locked QAM256 891000000 Hz 10.6 dBmV 44.2 dB 0 0 20 Locked QAM256 897000000 Hz 10.8 dBmV 44.2 dB 0 0 22 Locked QAM256 909000000 Hz 10.5 dBmV 44.2 dB 0 0 23 Locked QAM256 915000000 Hz 10.5 dBmV 44.2 dB 0 0 24 Locked QAM256 921000000 Hz 10.4 dBmV 44.2 dB 0 0 25 Locked QAM256 927000000 Hz 10.1 dBmV 44.2 dB 0 0 26 Locked QAM256 933000000 Hz 9.7 dBmV 43.9 dB 0 0 27 Locked QAM256 939000000 Hz 8.8 dBmV 43.6 dB 0 0 28 Locked QAM256 945000000 Hz 8.6 dBmV 43.4 dB 0 0 29 Locked QAM256 951000000 Hz 8.1 dBmV 43.3 dB 0 0 30 Locked QAM256 957000000 Hz 7.8 dBmV 43.1 dB 0 0 31 Locked QAM256 963000000 Hz 7.7 dBmV 43.1 dB 0 0 32 Locked QAM256 969000000 Hz 7.4 dBmV 43.0 dB 0 0 159 Locked Other 300000000 Hz 8.2 dBmV 43.0 dB 4206327710 0 Upstream Bonded Channels Channel Channel ID Lock Status US Channel Type Frequency Width Power 1 1 Locked SC-QAM Upstream 17600000 Hz 6400000 Hz 35.0 dBmV 2 2 Locked SC-QAM Upstream 24000000 Hz 6400000 Hz 35.0 dBmV 3 3 Locked SC-QAM Upstream 30400000 Hz 6400000 Hz 34.0 dBmV 4 4 Locked SC-QAM Upstream 36800000 Hz 6400000 Hz 33.0 dBmV 5 6 Locked SC-QAM Upstream 12800000 Hz 3200000 Hz 34.0 dBmV Current System Time: Sun Jun 4 09:00:37 2023 Up Time 0 days 14h:20m:28s.00 New Mediadia Bridge 100ft cable (probably 3 times longer than the initial cox run into the house.) Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 21 Locked QAM256 903000000 Hz 6.5 dBmV 44.0 dB 14 0 1 Locked QAM256 783000000 Hz 7.6 dBmV 44.8 dB 7 0 2 Locked QAM256 789000000 Hz 7.5 dBmV 44.7 dB 7 0 3 Locked QAM256 795000000 Hz 7.4 dBmV 44.7 dB 3 0 4 Locked QAM256 801000000 Hz 7.4 dBmV 44.6 dB 2 0 5 Locked QAM256 807000000 Hz 7.1 dBmV 44.4 dB 4 0 6 Locked QAM256 813000000 Hz 7.1 dBmV 44.4 dB 4 0 7 Locked QAM256 819000000 Hz 7.0 dBmV 44.2 dB 8 0 8 Locked QAM256 825000000 Hz 7.2 dBmV 44.5 dB 2 0 9 Locked QAM256 831000000 Hz 7.2 dBmV 44.4 dB 3 0 10 Locked QAM256 837000000 Hz 7.6 dBmV 44.6 dB 3 0 11 Locked QAM256 843000000 Hz 7.5 dBmV 44.5 dB 4 0 12 Locked QAM256 849000000 Hz 7.8 dBmV 44.5 dB 0 0 13 Locked QAM256 855000000 Hz 7.8 dBmV 44.6 dB 2 0 14 Locked QAM256 861000000 Hz 7.7 dBmV 44.5 dB 2 0 15 Locked QAM256 867000000 Hz 7.7 dBmV 44.5 dB 0 0 16 Locked QAM256 873000000 Hz 7.5 dBmV 44.5 dB 0 0 17 Locked QAM256 879000000 Hz 7.1 dBmV 44.2 dB 0 0 18 Locked QAM256 885000000 Hz 7.3 dBmV 44.3 dB 0 0 19 Locked QAM256 891000000 Hz 6.6 dBmV 44.1 dB 1 0 20 Locked QAM256 897000000 Hz 6.7 dBmV 44.1 dB 10 0 22 Locked QAM256 909000000 Hz 6.4 dBmV 44.0 dB 10 0 23 Locked QAM256 915000000 Hz 6.5 dBmV 43.9 dB 0 0 24 Locked QAM256 921000000 Hz 6.2 dBmV 43.8 dB 0 0 25 Locked QAM256 927000000 Hz 5.8 dBmV 43.7 dB 0 0 26 Locked QAM256 933000000 Hz 5.4 dBmV 43.7 dB 0 0 27 Locked QAM256 939000000 Hz 4.5 dBmV 43.1 dB 1 0 28 Locked QAM256 945000000 Hz 4.3 dBmV 43.0 dB 0 0 29 Locked QAM256 951000000 Hz 3.7 dBmV 42.5 dB 0 0 30 Locked QAM256 957000000 Hz 3.5 dBmV 42.5 dB 0 0 31 Locked QAM256 963000000 Hz 3.3 dBmV 42.5 dB 0 0 32 Locked QAM256 969000000 Hz 3.1 dBmV 42.4 dB 0 0 159 Locked Other 300000000 Hz 6.1 dBmV 43.2 dB 713478300 0 Upstream Bonded Channels Channel Channel ID Lock Status US Channel Type Frequency Width Power 1 1 Locked SC-QAM Upstream 17600000 Hz 6400000 Hz 36.0 dBmV 2 2 Locked SC-QAM Upstream 24000000 Hz 6400000 Hz 36.0 dBmV 3 3 Locked SC-QAM Upstream 30400000 Hz 6400000 Hz 35.0 dBmV 4 4 Locked SC-QAM Upstream 36800000 Hz 6400000 Hz 34.0 dBmV 5 6 Locked SC-QAM Upstream 12800000 Hz 3200000 Hz 34.0 dBmV Current System Time: Tue Jun 6 16:43:28 2023 Up Time 2 days 03h:30m:00s.00 HUGE win, with all my powers dropping from 11's to 6dBmV's my understanding is that is a good thing. And looking at the event log I haven't gotten a single power warningpop up so I'm stoked about that. thanks for the tips all.Modem Activation
Last week I bought myself a new Motorola MB8611 DOCSIS 3.1 modem, and plugged everything in to go through the activation process. This is the third time I've replaced my modem so I'm familiar with it and have never had issues. This time though, trying to go to /activate and follow the steps - if the pages bother to load - is painfully slow. Finally, if I manage to get to the user login part of the process, it throws a 503 "Service is down or overloaded" error. I've done this multiple times in the last week and get the same response. Is there something wrong with the service? Is there something wrong with the modem? Thanks.Internet outages wreaks havoc on VPN connections
This is a follow-up post as it seems my original post is locked for updates. I often loose my connection which only lasts for several minutes up to an hour or so. I am working from home using VPN and a couple minute outage will result in the VPN terminating. I opened a ticket with COX and they replaced my coax running from the house to the the tap outside and stated they also replaced a component in the tap. However, I still experience outages. I am posting my modem logs in hopes that someone can review and provide a recommendation as to the root of the problem? Thanks Status The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem. Top of Form Startup Procedure Procedure Status Comment Acquire Downstream Channel Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Enabled BPI+ DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 29 903.00 MHz -2.80 dBmV 37.36 dB 385069 1794108 2 Locked 256QAM 9 783.00 MHz -0.50 dBmV 37.64 dB 146898 44701 3 Locked 256QAM 10 789.00 MHz -0.90 dBmV 37.36 dB 147052 41571 4 Locked 256QAM 11 795.00 MHz -1.40 dBmV 37.36 dB 145868 39576 5 Locked 256QAM 12 801.00 MHz -2.60 dBmV 37.64 dB 146245 37172 6 Locked 256QAM 13 807.00 MHz -3.80 dBmV 37.36 dB 143888 29705 7 Locked 256QAM 14 813.00 MHz -3.70 dBmV 37.36 dB 140054 26351 8 Locked 256QAM 15 819.00 MHz -4.00 dBmV 37.36 dB 136900 24781 9 Locked 256QAM 16 825.00 MHz -4.70 dBmV 36.39 dB 133912 23104 10 Locked 256QAM 17 831.00 MHz -4.60 dBmV 36.61 dB 131146 21034 11 Locked 256QAM 18 837.00 MHz -3.80 dBmV 37.36 dB 124720 18624 12 Locked 256QAM 19 843.00 MHz -3.90 dBmV 37.64 dB 121785 16964 13 Locked 256QAM 20 849.00 MHz -4.70 dBmV 36.61 dB 118409 16159 14 Locked 256QAM 21 855.00 MHz -3.80 dBmV 37.36 dB 113816 15485 15 Locked 256QAM 22 861.00 MHz -3.60 dBmV 37.36 dB 111314 14057 16 Locked 256QAM 23 867.00 MHz -4.40 dBmV 36.61 dB 106349 13993 17 Locked 256QAM 24 873.00 MHz -4.60 dBmV 36.39 dB 112914 71318 18 Locked 256QAM 25 879.00 MHz -4.10 dBmV 36.61 dB 178590 342506 19 Locked 256QAM 26 885.00 MHz -4.00 dBmV 36.61 dB 516537 2095976 20 Locked 256QAM 27 891.00 MHz -4.30 dBmV 36.39 dB 126750 122243 21 Locked 256QAM 28 897.00 MHz -3.40 dBmV 37.64 dB 93058 18920 22 Locked 256QAM 30 909.00 MHz -3.20 dBmV 37.36 dB 590716 3136217 23 Locked 256QAM 31 915.00 MHz -2.60 dBmV 37.36 dB 1095897 5620291 24 Locked 256QAM 32 921.00 MHz -2.00 dBmV 38.61 dB 2889497 17273329 25 Locked 256QAM 33 927.00 MHz -2.30 dBmV 37.90 dB 108056 482915 26 Locked 256QAM 34 933.00 MHz -2.30 dBmV 37.60 dB 76276 25344 27 Locked 256QAM 35 939.00 MHz -1.90 dBmV 37.60 dB 73798 25054 28 Locked 256QAM 36 945.00 MHz -1.80 dBmV 37.90 dB 70185 19172 29 Locked 256QAM 37 951.00 MHz -2.10 dBmV 37.30 dB 68195 21809 30 Locked 256QAM 38 957.00 MHz -2.40 dBmV 36.40 dB 71177 23922 31 Locked 256QAM 39 963.00 MHz -1.50 dBmV 36.90 dB 63878 21093 32 Locked 256QAM 40 969.00 MHz -0.80 dBmV 36.90 dB 62724 19128 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 kSym/s 30.30 MHz 37.25 dBmV 2 Locked ATDMA 4 5120 kSym/s 36.70 MHz 38.75 dBmV 3 Locked ATDMA 2 5120 kSym/s 23.90 MHz 35.75 dBmV 4 Locked ATDMA 1 5120 kSym/s 17.40 MHz 36.25 dBmV Event Log The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur. Top of Form Time Priority Description Wed May 03 05:31:38 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:38:19 2023 3 No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:41:50 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:44:58 2023 3 No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:52:01 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:52:58 2023 3 No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:57:06 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 06:23:54 2023 3 No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 06:27:40 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 07:47:07 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 07:52:13 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 07:57:18 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:02:24 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:32:57 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:40:37 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:48:13 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:51:32 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 09:18:47 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 09:22:59 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 11:10:47 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
High-pitched sound from Cox Gateway
About a month ago, I switched to Cox as my internet service provider. The Cox technician installed a Technicolor CGM4140COM Panoramic Gateway here in the office next to my computer. From the start, the Gateway made a high-pitched humming or whirring sound when running. The sound was very distracting, and after a time when I was working here next to it, my right ear would feel discomfort or pressure. I called Cox to report the problem and was told I could go to the Solution Store and exchange the Gateway. I took it in and was given another CGM4140COM model. I hooked that one up, and it makes the same high-pitched sound as the original one. I now think the original one was not defective, but that all CGM4140COM Gateways make this sound. Have any of you experienced the same problem? If you have, do you have any tips or suggestions for how to remedy the problem? Thanks for your assistance.
Substandard Speeds
I used to have 200MbpsX10Mbps service in which I could regularly get 220X15 speeds via a speed test. I upgraded to 250X10 service and now I get around 180X10 on speed tests. My modem is a SURFboard SB6141, which is theoretically capable of 300Mbps x 100Mbps. What gives here? I'd hate to buy a new modem and get the same speeds. Could I borrow one for a day from Cox you think?
3.0 Modem throttling down to 30mbps. Worked Fine for 2 months after upgrade
Using anARRIS / SurfboardSB6183. Have Essential Internet with 150mbps download. 2 days ago the internet started throttling to 30down/3up constantly. Techs have come out to check all hardware and connections. Their only solution to getting back to 150 download was to change the modem out to a 3.1 version. However the list of approved modems from Cox is listing the SB6183 as good for "preferred" speeds which should be higher than essential. Anybody else having this problem? I don't really want a new modem when the company says this one should work fine. It is also less than a year old.
Not receiving DOCSIS 3.1
Up until last week my ARRIS SB8200 was receiving DOCSIS 3.1, indicated by the blue lights on the front of the modem. Directly wired in I was pulling 900-940 mbps down. Those lights are now lit green, representing DOCSIS 3.0, and I’m now limited to 500-550 mbps. I’ve tried numerous resets and even bought a second SB8200 to test, same issue I have had no changes to the coax line and I am not using a splitter. Looking for suggestions, hoping to avoid the $75 charge to have someone out to my home if at all possible.How to reset gateway password
I recently upgraded my Cox router and have forgotten the password I changed it to from the default "password" when I set it up. I've looked through the Cox Support articles and have searched everywhere but somehow no one, in the last 20 years, has forgotten it. I'd rather take a bullet than have to chat with a representative so, please, if anyone knows how to do this and can tell me I will be forever grateful.
