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pandas's avatar
pandas
New Contributor
7 years ago

Internet drops a few times a day still after multiple cox tech visits

Hi,

I'm still getting drops a handful of times a day when using the internet, it's especially noticeable during streaming tv or playing games, and is kinda frustrating.

I've had techs come out 3 times, they replaced the entire line from the pole through the house, there's no splitters (it's a direct connection, with a brand new line), and the last tech even said he installed a media over coax filter to help keep signals down. I've even swapped modems twice (now on an SB8200 that was recommended by the cox store).

But I keep getting these errors:

Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

TimePriorityDescription
1-1-2018, 17:26:31 Notice(6) "TLV-11 - unrecognized OID;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:45 Warning(5) "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:43 Notice(6) "Honoring MDD; IP provisioning mode = IPv4"
1-1-1970, 0:0:34 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
12-31-2017, 17:55:47 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:38 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:33 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
12-31-2017, 13:19:57 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:38 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:33 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
12-30-2017, 11:54:31 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:1:47 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:33 Critical(3)

"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
My stats page is this:
Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 405000000 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
41 Locked QAM256 405000000 Hz 3.1 dBmV 40.6 dB 0 0
5 Locked QAM256 807000000 Hz 1.7 dBmV 39.2 dB 0 0
6 Locked QAM256 813000000 Hz 1.6 dBmV 39.1 dB 0 0
7 Locked QAM256 819000000 Hz 1.5 dBmV 39.1 dB 0 0
8 Locked QAM256 825000000 Hz 1.4 dBmV 39.1 dB 0 0
13 Locked QAM256 855000000 Hz 0.7 dBmV 38.5 dB 0 0
14 Locked QAM256 861000000 Hz 0.7 dBmV 38.6 dB 0 0
15 Locked QAM256 867000000 Hz 0.5 dBmV 38.6 dB 0 0
16 Locked QAM256 873000000 Hz 0.5 dBmV 38.5 dB 0 0
17 Locked QAM256 879000000 Hz 0.3 dBmV 38.6 dB 0 0
18 Locked QAM256 885000000 Hz 0.3 dBmV 38.8 dB 0 0
19 Locked QAM256 891000000 Hz -0.1 dBmV 38.5 dB 0 0
20 Locked QAM256 897000000 Hz -0.1 dBmV 38.4 dB 0 0
21 Locked QAM256 903000000 Hz -0.4 dBmV 38.3 dB 0 0
23 Locked QAM256 915000000 Hz -0.2 dBmV 38.2 dB 0 0
24 Locked QAM256 921000000 Hz -0.2 dBmV 38.0 dB 0 0
25 Locked QAM256 927000000 Hz -0.1 dBmV 38.1 dB 0 0
26 Locked QAM256 933000000 Hz 0.0 dBmV 38.3 dB 0 0
27 Locked QAM256 939000000 Hz 0.1 dBmV 38.3 dB 0 0
28 Locked QAM256 945000000 Hz 0.0 dBmV 38.3 dB 0 0
29 Locked QAM256 951000000 Hz -0.1 dBmV 38.3 dB 0 0
33 Locked QAM256 357000000 Hz 2.2 dBmV 40.4 dB 0 0
34 Locked QAM256 363000000 Hz 2.2 dBmV 40.5 dB 0 0
35 Locked QAM256 369000000 Hz 2.3 dBmV 40.4 dB 0 0
36 Locked QAM256 375000000 Hz 2.3 dBmV 40.4 dB 0 0
37 Locked QAM256 381000000 Hz 2.6 dBmV 40.6 dB 0 0
38 Locked QAM256 387000000 Hz 2.7 dBmV 40.3 dB 0 0
42 Locked QAM256 411000000 Hz 3.1 dBmV 40.5 dB 0 0
43 Locked QAM256 417000000 Hz 3.2 dBmV 40.7 dB 0 0
44 Locked QAM256 423000000 Hz 3.2 dBmV 40.7 dB 0 0
45 Locked QAM256 429000000 Hz 3.2 dBmV 40.5 dB 0 0
46 Locked QAM256 435000000 Hz 3.2 dBmV 40.5 dB 0 0
159 Locked Other 300000000 Hz 6.3 dBmV 41.8 dB 3372 0

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 3 Locked SC-QAM 29800000 Hz 6400000 Hz 37.5 dBmV
2 1 Locked SC-QAM 18400000 Hz 3200000 Hz 35.0 dBmV
3 2 Locked SC-QAM 23300000 Hz 6400000 Hz 36.5 dBmV
4 4 Locked SC-QAM 36300000 Hz 6400000 Hz 39.0 dBmV

Current System Time: Mon Jan 1 17:38:47 2018

And this is my spectrum analysis (normal, and when the drop happens):

Normal: 

This really seems to be a cox upstream issue. Can I get a data tech or something to look into why my signal levels plummet several times a day? This happens enough that my home automation stuff doesn't work reliably and I am usually kicked out of a movie at least once - it doesn't seem to record these events when I'm not using the internet.

connection issues disconnect internet drop
connection issues T3 errors Timeout
  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    7 years ago
    @pandas

    Please email your full address and the primary name of the account holder to cox.help@cox.com so we can take a closer look at your signal levels.

  • pandas's avatar
    pandas
    New Contributor
    7 years ago

    Okay, done. Thanks for helping!

    If it helps, I get this warning on my cox account page when it happens too: 

    So it's definitely noticed on both sides

  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    7 years ago
    @pandas

    Give us a few we will be responding to your email.

  • pandas's avatar
    pandas
    New Contributor
    7 years ago

    Thanks, just going to add more status pages, as the signal jumps wildly:

    Connection

    The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

    Startup Procedure
    Procedure Status Comment
    Acquire Downstream Channel 405000000 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
    41 Locked QAM256 405000000 Hz 3.4 dBmV 40.7 dB 0 0
    5 Locked QAM256 807000000 Hz 2.2 dBmV 39.3 dB 0 0
    6 Locked QAM256 813000000 Hz 2.1 dBmV 39.2 dB 0 0
    7 Locked QAM256 819000000 Hz 2.0 dBmV 39.2 dB 0 0
    8 Locked QAM256 825000000 Hz 1.9 dBmV 39.2 dB 0 0
    13 Locked QAM256 855000000 Hz 1.2 dBmV 38.6 dB 0 0
    14 Locked QAM256 861000000 Hz 1.2 dBmV 38.7 dB 0 0
    15 Locked QAM256 867000000 Hz 1.1 dBmV 38.6 dB 0 0
    16 Locked QAM256 873000000 Hz 1.0 dBmV 38.6 dB 0 0
    17 Locked QAM256 879000000 Hz 0.8 dBmV 38.5 dB 0 0
    18 Locked QAM256 885000000 Hz 0.7 dBmV 38.7 dB 0 0
    19 Locked QAM256 891000000 Hz 0.3 dBmV 38.4 dB 0 0
    20 Locked QAM256 897000000 Hz 0.4 dBmV 38.4 dB 0 0
    21 Locked QAM256 903000000 Hz 0.2 dBmV 38.4 dB 0 0
    23 Locked QAM256 915000000 Hz 0.2 dBmV 38.2 dB 0 0
    24 Locked QAM256 921000000 Hz 0.1 dBmV 38.2 dB 0 0
    25 Locked QAM256 927000000 Hz 0.3 dBmV 38.3 dB 0 0
    26 Locked QAM256 933000000 Hz 0.5 dBmV 38.3 dB 0 0
    27 Locked QAM256 939000000 Hz 0.5 dBmV 38.3 dB 0 0
    28 Locked QAM256 945000000 Hz 0.5 dBmV 38.3 dB 0 0
    29 Locked QAM256 951000000 Hz 0.4 dBmV 38.3 dB 0 0
    33 Locked QAM256 357000000 Hz 2.5 dBmV 40.6 dB 0 0
    34 Locked QAM256 363000000 Hz 2.5 dBmV 40.3 dB 0 0
    35 Locked QAM256 369000000 Hz 2.6 dBmV 40.5 dB 0 0
    36 Locked QAM256 375000000 Hz 2.6 dBmV 40.5 dB 0 0
    37 Locked QAM256 381000000 Hz 2.9 dBmV 40.4 dB 0 0
    38 Locked QAM256 387000000 Hz 3.0 dBmV 40.4 dB 0 0
    42 Locked QAM256 411000000 Hz 3.4 dBmV 40.6 dB 0 0
    43 Locked QAM256 417000000 Hz 3.5 dBmV 40.7 dB 0 0
    44 Locked QAM256 423000000 Hz 3.4 dBmV 40.5 dB 0 0
    45 Locked QAM256 429000000 Hz 3.6 dBmV 40.7 dB 0 0
    46 Locked QAM256 435000000 Hz 3.5 dBmV 40.5 dB 0 0
    159 Locked Other 300000000 Hz 0.0 dBmV 41.8 dB 9558 0

    Upstream Bonded Channels
    Channel Channel ID Lock Status US Channel Type Frequency Width Power
    1 1 Locked SC-QAM 18400000 Hz 3200000 Hz 35.5 dBmV
    2 2 Locked SC-QAM 23300000 Hz 6400000 Hz 37.0 dBmV
    3 3 Locked SC-QAM 29800000 Hz 6400000 Hz 38.0 dBmV
    4 4 Locked SC-QAM 36300000 Hz 6400000 Hz 39.5 dBmV

    Current System Time: Tue Jan 2 10:42:35 2018

    Connection

    The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

    Startup Procedure
    Procedure Status Comment
    Acquire Downstream Channel 405000000 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
    41 Locked QAM256 405000000 Hz 3.1 dBmV 40.7 dB 0 0
    5 Locked QAM256 807000000 Hz 2.2 dBmV 39.3 dB 0 0
    6 Locked QAM256 813000000 Hz 2.1 dBmV 39.2 dB 0 0
    7 Locked QAM256 819000000 Hz 2.0 dBmV 39.2 dB 0 0
    8 Locked QAM256 825000000 Hz 1.9 dBmV 39.3 dB 0 0
    13 Locked QAM256 855000000 Hz 1.3 dBmV 38.7 dB 0 0
    14 Locked QAM256 861000000 Hz 1.2 dBmV 38.8 dB 0 0
    15 Locked QAM256 867000000 Hz 1.1 dBmV 38.7 dB 0 0
    16 Locked QAM256 873000000 Hz 1.0 dBmV 38.9 dB 0 0
    17 Locked QAM256 879000000 Hz 0.8 dBmV 38.7 dB 0 0
    18 Locked QAM256 885000000 Hz 0.7 dBmV 38.8 dB 0 0
    19 Locked QAM256 891000000 Hz 0.3 dBmV 38.5 dB 0 0
    20 Locked QAM256 897000000 Hz 0.5 dBmV 38.6 dB 0 0
    21 Locked QAM256 903000000 Hz 0.2 dBmV 38.5 dB 0 0
    23 Locked QAM256 915000000 Hz 0.2 dBmV 38.4 dB 0 0
    24 Locked QAM256 921000000 Hz 0.1 dBmV 38.0 dB 0 0
    25 Locked QAM256 927000000 Hz 0.3 dBmV 38.3 dB 0 0
    26 Locked QAM256 933000000 Hz 0.5 dBmV 38.3 dB 0 0
    27 Locked QAM256 939000000 Hz 0.5 dBmV 38.4 dB 0 0
    28 Locked QAM256 945000000 Hz 0.5 dBmV 38.4 dB 0 0
    29 Locked QAM256 951000000 Hz 0.4 dBmV 38.3 dB 0 0
    33 Locked QAM256 357000000 Hz 2.5 dBmV 40.5 dB 0 0
    34 Locked QAM256 363000000 Hz 2.5 dBmV 40.4 dB 0 0
    35 Locked QAM256 369000000 Hz 2.6 dBmV 40.5 dB 0 0
    36 Locked QAM256 375000000 Hz 2.7 dBmV 40.4 dB 0 0
    37 Locked QAM256 381000000 Hz 2.9 dBmV 40.5 dB 0 0
    38 Locked QAM256 387000000 Hz 3.0 dBmV 40.6 dB 0 0
    42 Locked QAM256 411000000 Hz 3.3 dBmV 40.6 dB 0 0
    43 Locked QAM256 417000000 Hz 3.5 dBmV 40.6 dB 0 0
    44 Locked QAM256 423000000 Hz 3.4 dBmV 40.7 dB 0 0
    45 Locked QAM256 429000000 Hz 3.6 dBmV 40.6 dB 0 0
    46 Locked QAM256 435000000 Hz 3.5 dBmV 40.7 dB 0 0
    159 Locked Other 300000000 Hz 8.0 dBmV 41.8 dB 9562 0

    Upstream Bonded Channels
    Channel Channel ID Lock Status US Channel Type Frequency Width Power
    1 1 Locked SC-QAM 18400000 Hz 3200000 Hz 35.5 dBmV
    2 2 Locked SC-QAM 23300000 Hz 6400000 Hz 37.0 dBmV
    3 3 Locked SC-QAM 29800000 Hz 6400000 Hz 38.0 dBmV
    4 4 Locked SC-QAM 36300000 Hz 6400000 Hz 39.5 dBmV

    Current System Time: Tue Jan 2 10:42:56 2018

    Some channels are seeing a 9+ power movement in a few seconds, repeatedly.

    This correlates with the dynamic range issues that kick me off the internet:

    Event Log

    The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

    TimePriorityDescription
    1-2-2018, 10:43:52 Warning(5) "Dynamic Range Window violation"
    1-2-2018, 9:42:22 Notice(6) "TLV-11 - unrecognized OID;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
    1-1-1970, 0:0:45 Warning(5) "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
    1-1-1970, 0:0:43 Notice(6) "Honoring MDD; IP provisioning mode = IPv4"
    1-1-1970, 0:0:33 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
    1-1-1970, 0:0:37 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
    1-1-1970, 0:0:33 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
    12-31-2017, 17:55:47 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
    1-1-1970, 0:0:38 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"
    1-1-1970, 0:0:33 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
    12-31-2017, 13:19:57 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:92:c1;CMTS-MAC=00:42:5a:1d:4c:ed;CM-QOS=1.1;CM-VER=3.1;"