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TheKDorm's avatar
TheKDorm
New Contributor
6 years ago

Frequent internet disconnects/modem reboots due to bad signal

Hey all, I'm specifically looking for someone higher up at Cox to help me out here. I just moved into a new apartment with my girlfriend and signed up for a 100/10 internet plan. I bought a brand new Netgear CM600 cable modem and a router and set them up when we moved in and provisioned the modem and all seemed good, but I noticed our downstream power levels were a bit strange; the first 16 channels were ~18 dBmV and the last 8 were ~ -17 dBmV. 

I did some research and seems like these levels are supposed to be around 0, with a range of -10 to 10 dBmV. No problem, I'm an engineer at a satellite communications company and have plenty of attenuators at work. Grabbed a few and have been experimenting with different values, got the levels to 7 dBmV but we were still getting a ton of correctables on the downstream channels and frequent disconnects.

I caved and had a technician come by today but right off the bat I knew he wasn't going to be too helpful. He switched out the coaxial cable to the modem and put an attenuator on it, then showed me on his phone that all the downstream channels were green and had "stabilized". I asked if he could take a look at the connections to the apartment but he refused. It's been ~6 hours since he's left and we're still having disconnects and the modem is rebooting. Find screenshots of my power levels and event logs below, about half an hour after manually rebooting the modem.

I was going to wait a couple days before scheduling another tech visit but I don't want to go through this process again when there's a chance of getting another tech who isn't going to do anything I haven't already done. I know it's not the tech's fault, so I was still very polite to him, but I really need this issue to be resolved ASAP! So please, if there are any Cox employees on here who would be able to help me look into this, I'd be very appreciative 🙂

Thank you so much in advance!

connection issues
ConnectionLoss
coxsupport
disconnects
  • TheKDorm's avatar
    TheKDorm
    New Contributor
    6 years ago

    Woke up this morning and, to no surprise, my connection had dropped overnight again. Went upstairs and took a 3 dB attenuator off after trying to get it to connect again with 9 dB total attenuation, powered the modem off, waited 30 seconds, screwed coax back on and powered modem on again and we're connected for another few hours again. Screenshots below are from ~5 minutes after reconnecting.

  • Radon's avatar
    Radon
    New Contributor II
    6 years ago

     Looks like you have a bad line, this is with a signal knockdown.

    Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
    1 Locked 256QAM 3 687.00 MHz 7.60 dBmV 38.98 dB 18 31
    2 Locked 256QAM 1 675.00 MHz 7.70 dBmV 38.98 dB 90 0
    3 Locked 256QAM 2 681.00 MHz 7.50 dBmV 38.98 dB 15 26
    4 Locked 256QAM 4 693.00 MHz 7.90 dBmV 38.61 dB 18 26
    5 Locked 256QAM 9 723.00 MHz 8.20 dBmV 38.98 dB 2 0
    6 Locked 256QAM 10 729.00 MHz 8.20 dBmV 40.37 dB 7 0
    7 Locked 256QAM 11 735.00 MHz 8.50 dBmV 38.98 dB 8 0
    8 Locked 256QAM 12 741.00 MHz 8.40 dBmV 38.98 dB 18 0
    9 Locked 256QAM 17 771.00 MHz 8.20 dBmV 38.98 dB 7 0
    10 Locked 256QAM 18 777.00 MHz 8.40 dBmV 38.98 dB 27 0
    11 Locked 256QAM 19 783.00 MHz 8.30 dBmV 38.98 dB 10 0
    12 Locked 256QAM 20 789.00 MHz 8.10 dBmV 38.98 dB 1 0
    13 Locked 256QAM 21 795.00 MHz 8.10 dBmV 38.98 dB 6 0
    14 Locked 256QAM 22 801.00 MHz 8.60 dBmV 38.98 dB 13 0
    15 Locked 256QAM 25 819.00 MHz 7.40 dBmV 38.98 dB 63 0
    16 Locked 256QAM 26 825.00 MHz 7.50 dBmV 38.61 dB 23 0
    17 Locked 256QAM 27 831.00 MHz 7.30 dBmV 38.98 dB 4 0
    18 Locked 256QAM 28 837.00 MHz 7.50 dBmV 38.98 dB 6 0
    19 Locked 256QAM 29 843.00 MHz 7.80 dBmV 38.98 dB 1 0
    20 Locked 256QAM 30 849.00 MHz 7.90 dBmV 38.98 dB 2 0
    21 Locked 256QAM 33 357.00 MHz 6.70 dBmV 40.37 dB 31 0
    22 Locked 256QAM 34 363.00 MHz 6.60 dBmV 40.37 dB 19 0
    23 Locked 256QAM 35 369.00 MHz 6.60 dBmV 40.95 dB 27 0
    24 Locked 256QAM 36 375.00 MHz 6.70 dBmV 40.37 dB 35 0
    25 Locked 256QAM 37 381.00 MHz 6.70 dBmV 39.50 dB 1 0
    26 Locked 256QAM 38 387.00 MHz 6.70 dBmV 39.90 dB 6 0
    27 Locked 256QAM 41 405.00 MHz 6.80 dBmV 39.90 dB 1 0
    28 Locked 256QAM 42 411.00 MHz 6.90 dBmV 39.90 dB 1 0
    29 Locked 256QAM 43 417.00 MHz 6.90 dBmV 39.90 dB 0 0
    30 Locked 256QAM 44 423.00 MHz 6.90 dBmV 39.90 dB 1 0
    31 Locked 256QAM 45 429.00 MHz 6.70 dBmV 39.90 dB 2 0
    32 Locked 256QAM 46 435.00 MHz 6.70 dBmV 39.50 dB 1 0

    Upstream Bonded Channels
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 3 5120 kSym/s 32.20 MHz 39.50 dBmV
    2 Locked ATDMA 4 5120 kSym/s 38.60 MHz 40.25 dBmV
    3 Locked ATDMA 2 5120 kSym/s 25.80 MHz 38.75 dBmV
    4 Locked ATDMA 1 5120 kSym/s 19.30 MHz 38.50 dBmV
    • TheKDorm's avatar
      TheKDorm
      New Contributor
      6 years ago

      Yup, seeing other people's makes me incredibly jealous lol. That's why I'm trying to reach out to someone from Cox here to see what can be done.