Forum Discussion

rfdevil's avatar
rfdevil
New Contributor II
5 years ago

Constant internet drops, especially in the morning

I've been having internet connection problems every few days for a while but mostly just dealt with it but lately it's become really bad to the point that it will drop multiple times within an hour some mornings. The modem will try to reconnect on its own but it will usually take a long time to reconnect unless I unplug and plug the modem back in. Once in the afternoon/evening it tends to do better but still is an issue. I purchased a brand new modem roughly 2 months back hoping that would solve it but it hasn't helped. I'm posting a sample of the error log of when the connection drops as well as the current signal levels after just another restart.

I was also frustrated to be told by customer support that since I'm not renting my modem that there's no way to have a technician come out to the house to even check the signal unless I sign a $10 a month support agreement.

Wed Dec 04 10:49:16 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 10:49:19 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 10:49:25 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 10:49:54 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 10:50:31 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 11:13:42 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 11:14:07 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:14:21 2019 Critical (3) No Ranging Response received - T3 time-out
Wed Dec 04 11:14:35 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:14:40 2019 Critical (3) No Ranging Response received - T3 time-out
Wed Dec 04 11:15:18 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 11:15:44 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:15:50 2019 Critical (3) No Ranging Response received - T3 time-out
Wed Dec 04 11:16:01 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:16:08 2019 Critical (3) No Ranging Response received - T3 time-out
Wed Dec 04 11:16:41 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 11:16:45 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 11:18:19 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 11:18:58 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 11:19:40 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 11:20:19 2019 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=;CMTS-MAC=00:b0:e1:73:44:e9;CM-QOS=1.1;CM-VER=3.0;
Wed Dec 04 11:20:23 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:20:24 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:20:25 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:20:27 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:20:28 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:20:28 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Dec 04 11:21:00 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 1 783000000 Hz -2.5 dBmV 40.2 dB 0 0
2 Locked QAM256 2 789000000 Hz -2.7 dBmV 40.1 dB 0 0
3 Locked QAM256 3 795000000 Hz -2.5 dBmV 40.2 dB 0 0
4 Locked QAM256 4 801000000 Hz -2.4 dBmV 40.2 dB 0 0
5 Locked QAM256 5 807000000 Hz -2.4 dBmV 40.2 dB 0 0
6 Locked QAM256 6 813000000 Hz -2.0 dBmV 40.3 dB 0 0
7 Locked QAM256 7 819000000 Hz -2.1 dBmV 40.2 dB 0 0
8 Locked QAM256 8 825000000 Hz -2.0 dBmV 40.3 dB 0 0
9 Locked QAM256 17 879000000 Hz -1.9 dBmV 40.3 dB 0 0
10 Locked QAM256 18 885000000 Hz -1.7 dBmV 40.5 dB 0 0
11 Locked QAM256 19 891000000 Hz -2.2 dBmV 40.4 dB 0 0
12 Locked QAM256 20 897000000 Hz -2.4 dBmV 40.3 dB 0 0
13 Locked QAM256 21 903000000 Hz -2.4 dBmV 40.5 dB 0 0
14 Locked QAM256 22 909000000 Hz -2.5 dBmV 40.4 dB 0 0
15 Locked QAM256 23 915000000 Hz -2.5 dBmV 40.3 dB 0 0
16 Locked QAM256 24 921000000 Hz -2.6 dBmV 40.3 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 29900000 Hz 47.0 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 16900000 Hz 47.0 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 23500000 Hz 47.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 48.5 dBmV
  • ChrisL's avatar
    ChrisL
    Former Moderator
    5 years ago
    If you've replaced the modem already I'd say the issues are more signal related. As to the technician service charge policy it is $75 for a technician to come out and troubleshoot if you're not enrolled in our Cox Complete Care plan and the issue is found to be caused by something inside the home. Whether or not the modem is rented or not would have no impacted on the service visit policy outside of the modem being covered if found to be the issue.

    -Chris
    • rfdevil's avatar
      rfdevil
      New Contributor II
      5 years ago

      Ok, that's not what I was told by a customer service rep, I asked specifically if I had to sign up for the service plan to have a technician come out and they said yes. Who then should I contact to get a technician to come out to check the signal (understanding it's a $75 fee if the issue is inside the home)?

      • JonathanJ's avatar
        JonathanJ
        Former Moderator
        5 years ago
        @Rfdevil

        Our team can schedule the trouble call. Please respond in an email with your full-service address and full name to cox.help@cox.com.


        Jonathan J
        Cox Moderator