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Nightshade's avatar
Nightshade
New Contributor
7 years ago

Speed drops overnight from ~270Mbps to ~2-6Mbps 3rd day in row - SB6190 + DSA321N

Hello Everyone,

We upgraded our Internet speed to 300Mbps Package and as soon as we installed new SB6190 modem using a splitter provided by Cox, we were getting promised speeds. We activated SB6190 as our Internet modem and left Cisco DSA321N as our telephone modem.

Next day, around 6AM we noticed that our speed dropped to 2Mbps. Power cycling the modem seemed to fix the issue so we shrugged it off. Our 2nd night with this new setup resulted in the same issue - dropped speed overnight then power-cycling. The 3rd night is the same with one exception: while I was chatting around 8AM with Cox representative via online support, my speed at some point went from 5Mbps to 200+Mbps without me doing anything. I really did nothing except check the speed from time to time. 

 at 7:56, Jan 1:

Thank you for your time, (name removed), your service is not interrupted, however, I see here that the modem service levels are lower than it should be, I'm going to send a network refresh to your modem, most likely this will fix the issue, however the equipment will reboot and we might lose connection, if the modem after the reboot still have internet issues please contact us back and we'll schedule a technician visit to fix that as soon as possible.

Me

at 7:59, Jan 1:

have you send a refreshed signal already?

Jhon 

 at 7:59, Jan 1:

I am waiting for your response (name removed)

 Me at 8:00, Jan 1:

Because I haven't lost the connection yet but my speed is back to what it is supposed to be without me doing anything

Jhon at 8:00, Jan 1:

I've made an additional configuration here.

Me at 8:00, Jan 1:

so it seems like the drop in speed during night time and morning has nothing to do with equipment on my side

Jhon at 8:00, Jan 1:

I am glad to hear that.

Me at 8:01, Jan 1:

What is an additional configuration?

Jhon at 8:01, Jan 1:

Modem ports configuration.

Me at 8:02, Jan 1:

Can you be more specific please? I would like to make sure that we won't be getting 3-6 download speeds over the next night-morning again Thank you

Jhon at 8:05, Jan 1:

I change the connection port of the modem in the system so that it has a better reception of the signal.

I thought that maybe "changing the port" was the reason why my speed improved, but 10 minutes later while still chatting with Cox representative I checked the speed again and noticed a drop to around 40Mbps, then 20Mbps and finally 6Mbps. We agreed that Cox will send "reset signal" after we finish our chat. Reset signal did not help with improving our speed.

I power cycled our modem and speed went back to normal. I don't understand what the issue is and why our speed slows down only at night. Is it possible that an extra splitter leading to 2 different modems is at fault? Please help. Thank you.

Below is our Event Log

Sun Dec 31 05:55:14 2017

4

Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 05:58:19 2017

5

Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 06:53:00 2017

4

Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 06:53:31 2017

5

Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 07:11:04 2017

4

Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 07:11:14 2017

5

Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 09:22:31 2017

4

Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 09:50:09 2017

5

RCS Partial Service;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 15:26:20 2017

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 15:26:20 2017

5

RCS Partial Service;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 15:26:20 2017

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 15:26:24 2017

5

Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Sun Dec 31 15:26:35 2017

5

RCS Partial Service;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Mon Jan 01 03:48:12 2018

4

Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
TimePriorityDescription
Mon Jan 01 04:03:49 2018 3 No Ranging Response received - T3 time-out;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 04:07:03 2018 5 Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 04:30:35 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 04:34:51 2018 5 Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 05:15:13 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 05:32:33 2018 5 Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 07:30:36 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 07:34:49 2018 5 Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 07:40:00 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:21:21 2018 4 DCC-ACK rejected authentication failure;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:29:03 2018 5 RCS Partial Service;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:29:52 2018 5 Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:35:48 2018 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:36:10 2018 5 Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:55:00 2018 5 RCS Partial Service;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:55:01 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:55:01 2018 5 RCS Partial Service;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:55:01 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:55:06 2018 5 Lost MDD Timeout;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 01 08:55:09 2018 5 RCS Partial Service;CM-MAC=b0:da:f9:f0:2e:c7;CMTS-MAC=00:b0:e1:73:9c:e9;CM-QOS=1.1;CM-VER=3.0;

Arizona
connection issues
modem
slow issue
  • Nightshade's avatar
    Nightshade
    New Contributor
    7 years ago

    Upstream Bonded Channels
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 3 5120 kSym/s 29.80 MHz 41.00 dBmV
    2 Locked ATDMA 4 5120 kSym/s 36.30 MHz 41.00 dBmV
    3 Locked ATDMA 2 5120 kSym/s 23.30 MHz 39.00 dBmV
    4 Locked ATDMA 1 2560 kSym/s 18.40 MHz 39.50 dBmV

    Current System Time: Mon Jan 01 09:37:15 2018

    Downstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
    1 Locked 256QAM 30 957.00 MHz 3.40 dBmV 31.69 dB 2994327 78
    2 Locked 256QAM 1 783.00 MHz 5.80 dBmV 32.24 dB 2331659 19
    3 Locked 256QAM 2 789.00 MHz 5.60 dBmV 31.99 dB 2567163 35
    4 Locked 256QAM 3 795.00 MHz 5.50 dBmV 32.24 dB 2599596 27
    5 Locked 256QAM 4 801.00 MHz 5.40 dBmV 31.99 dB 2833870 57
    6 Locked 256QAM 9 831.00 MHz 4.40 dBmV 31.62 dB 7176384 1932
    7 Locked 256QAM 10 837.00 MHz 4.60 dBmV 31.62 dB 6303939 1222
    8 Locked 256QAM 11 843.00 MHz 4.70 dBmV 31.62 dB 6449980 1262
    9 Locked 256QAM 12 849.00 MHz 4.50 dBmV 31.62 dB 5689437 807
    10 Locked 256QAM 17 879.00 MHz 3.70 dBmV 31.62 dB 4681144 341
    11 Locked 256QAM 18 885.00 MHz 3.60 dBmV 31.69 dB 4773786 350
    12 Locked 256QAM 19 891.00 MHz 3.40 dBmV 31.62 dB 5709030 712
    13 Locked 256QAM 20 897.00 MHz 3.30 dBmV 31.34 dB 7824528 2498
    14 Locked 256QAM 21 903.00 MHz 3.00 dBmV 31.14 dB 8770566 3877
    15 Locked 256QAM 22 909.00 MHz 3.10 dBmV 31.14 dB 9773863 6345
    16 Locked 256QAM 25 927.00 MHz 2.50 dBmV 30.82 dB 13190649 21815
    17 Locked 256QAM 26 933.00 MHz 2.30 dBmV 30.76 dB 12718486 19382
    18 Locked 256QAM 27 939.00 MHz 2.70 dBmV 31.07 dB 8963595 4903
    19 Locked 256QAM 28 945.00 MHz 3.00 dBmV 31.40 dB 4805048 422
    20 Locked 256QAM 29 951.00 MHz 3.30 dBmV 31.62 dB 3429042 116

  • MaryF's avatar
    MaryF
    Former Moderator
    7 years ago

    Hello Nightshade,

    We'd like to take a closer look at your equipment and modem signals. Please email us at cox.help@cox.com with your full name and street address.  Thanks.

  • Nightshade's avatar
    Nightshade
    New Contributor
    7 years ago

    Update 1: The issue is with the splitter. I connected directly to our Internet modem and ran this set up for two days. No issues whatsoever. I will be scheduling an appointment with Cox technician as we cannot run 2 modems through the splitter we currently have without encountering overnight speed drop.