I'm having the same issue here in 85383. I've chatted in 3 or 4 times now. I get kicked off multiple times a day. Modem logs show T3 issues. Chat rep doesn't know what that means so they ask me to reset my modem over and over.
They scheduled a tech to come to my house and they never showed. Now Cox wants me to buy a monthly support package or pay $75 for another tech to come out.
I started noticing the issues in July though it could have been happening sooner. With the amount that I'm working from home now, I notice it a lot more since I'm getting kicked off work calls or even the support chat with Cox today. Literally lost my internet while I was on the support chat and it didn't seem to matter.
This is probably the best article I've found to describe my situation.
https://forums.cox.com/forum_home/internet_forum/f/internet-forum/3152/t3-and-t4-timeouts-from-an-ex-field-technician
No idea where to go from here.
| Aug 10 2020 18:53:17 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 10 2020 18:53:17 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 10 2020 18:53:37 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 10 2020 18:53:37 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 10 2020 19:07:04 | Critical (3) | SYNC Timing Synchronization failure - Loss of Sync |
| Aug 10 2020 20:10:13 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 10 2020 20:43:50 | Critical (3) | SYNC Timing Synchronization failure - Loss of Sync |
| Aug 11 2020 03:09:28 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Aug 11 2020 03:09:28 | Notice (6) | TLV-11 - unrecognized OID |
| Aug 11 2020 04:04:59 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 10:21:22 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 10:21:23 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 10:22:23 | Critical (3) | Ranging Request Retries exhausted |
| Aug 11 2020 10:22:23 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Aug 11 2020 10:22:43 | Critical (3) | Ranging Request Retries exhausted |
| Aug 11 2020 10:22:43 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Aug 11 2020 10:23:03 | Critical (3) | Ranging Request Retries exhausted |
| Aug 11 2020 10:23:03 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted |
| Aug 11 2020 10:23:23 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 10:30:48 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 10:30:48 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 10:32:58 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 10:32:58 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 10:34:58 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 10:34:58 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 10:37:28 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
| Aug 11 2020 10:38:38 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 10:38:38 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 10:40:37 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 10:40:38 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 10:42:37 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 10:42:37 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 10:44:37 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 10:44:37 | Critical (3) | No Ranging Response received - T3 time-out |
| Aug 11 2020 11:08:25 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Aug 11 2020 11:08:25 | Notice (6) | TLV-11 - unrecognized OID |
| Aug 11 2020 12:31:17 | Critical (3) | SYNC Timing Synchronization failure - Loss of Sync |
| Aug 11 2020 13:38:46 | Critical (3) | Unicast Ranging Received Abort Response - initializing MAC |
| Aug 11 2020 13:38:46 | Critical (3) | No Ranging Response received - T3 time-out |
Did they really say you have to pay $75 to schedule the technician? Or did they say it will be $75 if the technician has to fix your equipment? I've always understood it to mean that if they send a tech out, the tech is going to fix your problem but if they have to fix your equipment then you have to pay. Seems fair enough to me. Are they now charging the fee in advance just to schedule the tech?
Chat support techs don't understand the system. They just have a list of steps to follow and they can see a red light/green light status on your modem. All of this technical stuff about T3/T4/DRW is over their heads. Use phone or e-mail support for anything that requires troubleshooting.
This is the portion of my chat today where he told me that it would be $75 to schedule someone to come out.
02:17:28 PM [Cox Rep Name Hidden]
Since what we've done so far hasn't resolved the issue, it seems the issue is probably with your equipment (gateway/router/modem). For additional help, you might need to speak to your equipment manufacturer. I can check for the phone number if you'd like.
You can also schedule a technician appointment, it has a charge of $75.00.
Interesting. Maybe someone from Cox can chime in on that.
That link is useful, Thanks!! I have tech coming tomorrow, morning so will want to hover and see what happens.
