Intermittent disconnects with new service, slow speeds overall - SB8200 in Omaha area
I started service 2 weeks ago when we moved into my new house in an Omaha suburb. Previous owner had Cox (looked like a business modem, but was ~12 years old).
I'm paying for 500Mb package but we rarely get that. I activated service over the phone and installed my own Arris SB8200 (bought just for Docsis 3.1 for this new package, my old modem was Docsis 3.0) directly on the main line, after removing all the splitters inside because I don't use cable TV. It activated fine, the tech I spoke to on the phone didn't see issues and a quick speed test showed speeds close enough to 500, so I connected a router I bought a year ago (Netgear Nighthawk AC2300) and updated the SSID/password and started connecting my devices to wifi.
Over the next few days, we had intermittent disconnects but didn't notice them much because we were moving furniture and setting things up in the new house. When I started working from home with my laptop, I noticed severe disconnects during Zoom calls but streaming video on TV was fine (later found out it was buffering far enough ahead to continue through the outage, most of them last 3 minutes or less).
Fast forward to this week, we're getting ~8 disconnects per day ranging from 2-7 minutes long, some as often as 15 minutes apart. I see 32 channels on my modem status page, plus channel 159. Channel 159 has millions of correctable errors (which I understand is not a problem) but Channel 22 has hundreds of thousands of uncorrectables per day. I'm also seeing DRW errors in my modem's log and sometimes sync errors, some of them coincide with the outages but sometimes do not. Speed tests via the router firmware have also dropped a great deal, yesterday as I investigated, speedtest.net showed download speed of 150Mbps, far lower than the 400+ I was seeing at activation time.
Ping and jitter consistently test much lower than my previous service in another city, but the inconsistency caused by these disconnections has made the overall performance much worse. I have called Cox about this twice and text-messaged Support, but they throw their hands up and say it has to be my equipment because "everything has green checkmarks except OFBM status" and when I ask to be escalated to someone who can look at my logs or status with me, they try to sell me Complete Care or convince me to pay to send a tech out (who will likely throw hands in the air too and want me to pay for something that's not my fault).
What else can I do? Is there a secret to getting help and resolution from Cox? I may have just gotten bad level 1 agents but I'm not getting the service I'm paying for.
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | 783000000 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 |
| 1 | Locked | QAM256 | 783000000 Hz | 8.6 dBmV | 39.9 dB | 0 | 0 |
| 2 | Locked | QAM256 | 789000000 Hz | 8.3 dBmV | 39.7 dB | 0 | 0 |
| 3 | Locked | QAM256 | 795000000 Hz | 8.0 dBmV | 39.6 dB | 0 | 0 |
| 4 | Locked | QAM256 | 801000000 Hz | 7.7 dBmV | 39.5 dB | 0 | 0 |
| 9 | Locked | QAM256 | 831000000 Hz | 6.9 dBmV | 39.1 dB | 0 | 0 |
| 10 | Locked | QAM256 | 837000000 Hz | 6.7 dBmV | 39.4 dB | 0 | 0 |
| 11 | Locked | QAM256 | 843000000 Hz | 6.7 dBmV | 39.4 dB | 0 | 0 |
| 12 | Locked | QAM256 | 849000000 Hz | 6.6 dBmV | 39.5 dB | 0 | 0 |
| 17 | Locked | QAM256 | 879000000 Hz | 4.9 dBmV | 38.8 dB | 0 | 0 |
| 18 | Locked | QAM256 | 885000000 Hz | 4.5 dBmV | 38.5 dB | 0 | 0 |
| 19 | Locked | QAM256 | 891000000 Hz | 4.1 dBmV | 38.4 dB | 0 | 0 |
| 20 | Locked | QAM256 | 897000000 Hz | 3.9 dBmV | 38.5 dB | 0 | 0 |
| 21 | Locked | QAM256 | 903000000 Hz | 3.7 dBmV | 38.4 dB | 0 | 0 |
| 22 | Locked | QAM256 | 909000000 Hz | 3.7 dBmV | 38.3 dB | 181986 | 458023 |
| 25 | Locked | QAM256 | 927000000 Hz | 2.9 dBmV | 37.8 dB | 0 | 0 |
| 26 | Locked | QAM256 | 933000000 Hz | 2.2 dBmV | 37.4 dB | 2 | 0 |
| 27 | Locked | QAM256 | 939000000 Hz | 1.6 dBmV | 37.0 dB | 0 | 0 |
| 28 | Locked | QAM256 | 945000000 Hz | 1.0 dBmV | 36.7 dB | 1 | 0 |
| 29 | Locked | QAM256 | 951000000 Hz | 0.6 dBmV | 36.7 dB | 0 | 0 |
| 30 | Locked | QAM256 | 957000000 Hz | 0.1 dBmV | 36.5 dB | 1 | 0 |
| 33 | Locked | QAM256 | 357000000 Hz | 10.2 dBmV | 41.6 dB | 0 | 0 |
| 34 | Locked | QAM256 | 363000000 Hz | 10.2 dBmV | 42.1 dB | 0 | 0 |
| 35 | Locked | QAM256 | 369000000 Hz | 10.1 dBmV | 42.0 dB | 0 | 0 |
| 36 | Locked | QAM256 | 375000000 Hz | 10.1 dBmV | 42.1 dB | 0 | 0 |
| 37 | Locked | QAM256 | 381000000 Hz | 10.2 dBmV | 42.0 dB | 0 | 0 |
| 38 | Locked | QAM256 | 387000000 Hz | 10.1 dBmV | 42.0 dB | 0 | 0 |
| 41 | Locked | QAM256 | 405000000 Hz | 10.7 dBmV | 42.0 dB | 0 | 0 |
| 42 | Locked | QAM256 | 411000000 Hz | 10.7 dBmV | 42.1 dB | 0 | 0 |
| 43 | Locked | QAM256 | 417000000 Hz | 10.7 dBmV | 41.3 dB | 0 | 0 |
| 44 | Locked | QAM256 | 423000000 Hz | 11.0 dBmV | 42.3 dB | 0 | 0 |
| 45 | Locked | QAM256 | 429000000 Hz | 11.1 dBmV | 42.2 dB | 0 | 0 |
| 46 | Locked | QAM256 | 435000000 Hz | 11.1 dBmV | 42.1 dB | 0 | 0 |
| 159 | Locked | Other | 300000000 Hz | 13.2 dBmV | 42.5 dB | 435672684 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
| 1 | 4 | Locked | SC-QAM Upstream | 36700000 Hz | 6400000 Hz | 39.0 dBmV |
| 2 | 1 | Locked | SC-QAM Upstream | 17400000 Hz | 6400000 Hz | 38.0 dBmV |
| 3 | 2 | Locked | SC-QAM Upstream | 23900000 Hz | 6400000 Hz | 38.0 dBmV |
| 4 | 3 | Locked | SC-QAM Upstream | 30300000 Hz | 6400000 Hz | 40.0 dBmV |
| 5 | 6 | Locked | SC-QAM Upstream | 12600000 Hz | 3200000 Hz | 37.0 dBmV |
Error log:
| Date Time | Event ID | Event Level | Description |
|---|---|---|---|
| 08/14/2020 14:57 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 14:57 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 14:22 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 14:22 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 13:04 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 13:04 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 12:54 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 12:54 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 11:47 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 11:47 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 11:31 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 11:31 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 11:24 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 11:24 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 11:09 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 11:09 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 11:02 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 11:02 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 10:01 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 10:01 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 09:42 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 09:42 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 07:41 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 07:41 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 07:28 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 07:28 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 07:04 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 07:04 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 06:28 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 06:28 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 06:09 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 06:09 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 05:08 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 05:08 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 04:49 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 04:49 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 04:03 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 04:03 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 03:19 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 03:19 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 03:19 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 03:19 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/14/2020 02:56 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/14/2020 02:56 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/13/2020 21:25 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/13/2020 21:25 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/13/2020 21:13 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 08/13/2020 21:13 | 82001100 | 5 | "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/13/2020 20:11 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
| 08/13/2020 20:00 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: ;; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=ec:a9:40:8e:62:c5;CMTS-MAC=84:8a:8d:32:29:5d;CM-QOS=1.1;CM-VER=3.1;" |
Update: I have no idea what was done, but 13 days ago the intermittent drops stopped and I have had continuous connection.
Within a day or two of this happening, I moved my modem and router to more permanent locations in my utility room which required me to unplug both from power and the ethernet cable between them. I do not believe this had any effect on the issue I was having.
I did see teams of trucks working on some kind of buried cables in ditches near my house (1/4 mile away) but they had been gone for a week or two before the issue dissipated. They did not have obvious Cox logos on their trucks.
I'm guessing my issue was node oversubscribed, and it was resolved by upgrading and splitting nodes near me, but Cox has not confirmed the issue or the resolution. As I described before, they were not willing to give me more information, add me to the "escalated ticket for my area," provide advanced troubleshooting or anything else beyond confirming my issue description matched an existing escalated ticket and "they hoped to have it fixed soon."
