disconnect

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Inconsistent Service Disruptions (i.e. T3,T11,T4) - since July service work
Location: 85255 Modem: Arris SB6183 , no spliter Service Level: 300mbps Issues: Modem Event logs (see screen shot below) Started Unicast Maintenance Ranging - No Response received - T3 time-out; TLV-11 - unrecognized OID Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out Unicast Ranging Received Abort Response - Re-initializing MAC DHCP WARNING - Non-critical field invalid in response No Ranging Response received - T3 time-out Description of Issue: No internet service for 2-5 minutes that occurs periodically between 3-5 times during the day. I noticed the issue began approximately a week after notification from HOA that Cox was completing 2nd service operation in area, which occurred near end of July. Resolution Actions: Called Cox support - 25min with online chat Tier1 support that gave me support # then waited 45min to speak with Tier2 support to have a person run a reboot and tell me all levels check out fine after reboot. I explained the logged events the Tier2 was not sure what to do, so offered having a data tech come out, though I would have to pay $100 if nothing is found. Researched T3,T4, & T11 events - https://docsismodem.wordpress.com/2010/08/13/t1t2t3-t4-timeouts-descriptions/ T3 event - "This typically is caused by noise on the upstream that causes the loss of MAC-layer messages." and "If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process." ; which is reason for the service disruptions. Researched Cox Internet forum : I found the following posts that started approximately 3-4 weeks ago, which coincides with the 1st scheduled field maintenance notification I received from HOA. Prior to the maintenance I and seems these events were not as common. Constant Outages (1month ago) Frequent Internet Drops (30 days ago) Intermittent T3 timeouts (30 days ago) Internet Drops and Intermittent Modem Reboots (27 days ago) Constant Outages / Chandler (1 month ago) CONSTANT OUTAGES (26 days ago) Random disconnects, packet loss, fluctuating power levels (1 month ago) Random disconnects getting worse (12 days ago) Intermittent Disconnects T3 time-out, CM1100 status and logs (16 days ago) Internet constantly dropping for the past week (9 days ago) Dynamic range window violation ( 9 days ago) Internet going out again every day between 10 and 12 (11 days ago) Outcome from Resolution Actions: Issues still exists for me, and was informed neighbors are having similar issue Cox suggested having a tech come out, though I have to cover the $100 if nothing is found. This is odd since I found the above posts, people are calling to cause waits of a minimum of 30min, but Cox acts as if this is all being made up. Many others in the Phoenix metro area have same issues , therefore this is not an isolated issue or related to a specific modem. Conclusion: Field maintenance modifications during the month of July has resulted in consistent issues across the area. The service disruption issues are "... signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages." , which results in "...it resets its cable interface and restarts the registration process.". Cox only you all are aware of the modifications made in July the result was been disruptive during the past 3-4 weeks. This situation will only get worse as more schools start! I have no idea what needs to be resolved, but I've got many years in IT; when a change is bad back-it-out. Cox what do you need from customers to get this resolved? What do I need to do to get this resolved? IMO if this continues during the next 2 weeks as schools come online the calls will increase to support, city counsel, and state organizations ; people are going to not be kind. Screenshots from Modem Monday Aug-3 to Sunday Aug-9
hudhacks
5 years ago Place Internet
4.4KViews
2likes
21Comments
Random disconnects, packet loss, fluctuating power levels
I've been having this issue for awhile now, but it started back up again about a month ago. I'm getting slow speeds, packet loss, and random disconnects. When trying to contact Cox support, they reset my modem. Then when the reset modem didn't work, they just told me to get a new modem.I told them I went through this multiple times with Cox and it's not the modem. I've tried new modems and I have the same problem.They then told me that my modems "wi-fi port setting" was the issue and closed the chat immediately after. My modem is not a 2 in 1, it's not capable of wi-fi and there's no such thing as a "wi-fi port setting". I'm guessing there's noise being injected into the line somehow. It's happened in my neighborhood before and it took them MONTHS to actually escalate my issue to a higher tier tech. There's no wall plate. My modem has a reducer on it (not sure what strength, installed by tech). It goes straight to the dropline. The issue is intermittent. Modem: Netgear CM1000 (DOCSIS 3.1) Here are my modems levels: Here are the error messages which started to appear last month: Edit 7/9/2020 Cox Technician is coming out Saturday morning to check things out AGAIN and most likely escalate the ticket. Here are my new modem levels and packet loss test when things are acting up. World of Warcraft (US-WEST) Edit 7/11/20 Tech came out and was able to capture noise on the node. It might be a back feed from one of the neighbors. Ticket has been escalated and hopefully resolved soon. Edit 7/14/20 All is fixed except for one node. See reply below.
Grimbaz
5 years ago Place Internet
3.2KViews
2likes
10Comments
High Ping and Packet Loss in Gaming
In games such as CSGO, Rainbow Six Siege, Fortnite, and PUBG, I have really high ping and packetloss. Sometimes the ping is great and the packet loss is bad, but other times the ping is horrible and so is packet loss. Sometimes my ping ranges from 10ms - 70ms. Othertimes it ranges from 60ms - 300ms. Packetloss sometimes ranges from 0% - 10%, but other times it ranges from 10% - 100%. Sometimes I can't even watch videos in 720p. I contacted the ISP once and they sent a technician out, but he said that nothing could be fixed. They swapped out for another modem and nothing. He said it can't be fixed, however I don't believe that because we shouldn't be having poor internet like this.
8bitgamer
7 years ago Place Internet
11KViews
1like
1Comment
3 Months of Multiple Daily Instances of Modem Self-Restarting
I am at a loss here. For the past 2-3 months, I've been having issues with my Panoramic Wifi modem issued by Cox, model CGM4331COM. At least 2-3 times per day, it will restart itself. This has been an everyday occurrence since the issue started. Starts off with losing internet connection to all devices, then the modem will blink yellow, then blink green, then back to solid white. It only takes about 5 minutes to come back online, but the constant daily interruption has become very irritating. Tonight it did something new, which prompted me to create this post; we lost connection and the light turned solid red until I unplugged the power and plugged it back in. We've had at least 5 techs come out to inspect outdoor lines, indoor lines, connection strength, ingress, the works. In the order in which steps have been taken to resolve the issue: A filter was installed on the outdoor connection. We had a pretty badly squirrel-chewed line that was replaced at the pole. There was an outdoor connection leading into our attic that was totally corroded that was replaced. The last tech that came mentioned that he removed a splitter in our attic so that we are directly wired from modem to pole now. In between all of this, we have been advised to replace the modem, and we did (twice). I have tried the online and telephone help options several times. A couple of times, it has restarted itself while I was on the phone or chat with the agent, and their only advice was to restart it? We have had the modem plugged into both a surge protector and directly into an outlet, and it still restarts itself periodically. We have tried plugging it into a different outlet with the same results. It has restarted itself whether it is physically connected to any devices via ethernet or not. All connections are tight and secure. I am not sure how to insert data into a table on here and make it legible, but I will occasionally look at the connection status screen under CM Error Codewords. Unerrored Codewords usually sit in the 50-100 million range. Correctable Codewords sit in the ~100k+ range. Uncorrectable Codewords will sit in the high 10-20k range. If need be, I can try to get better data from that section. Before this gets to be a novel, I'll leave it at this. I believe I have covered most of what has been attempted during the long troubleshooting process, but the last agent I spoke to on the phone happened to mention that none of the previous techs have been documenting their findings, so everyone that helps me at this point will just have to trust that we have tried seemingly everything with no results.
Juj229
2 years ago Place Internet
1.2KViews
1like
14Comments
Internet was always shifty when it comes to gaming, but it's getting to the point of dubbing it un-usable
Hi, hardcore online gamer and customer of 3+ years here. I'm concerned about an issue that seems to be affecting me daily and would like to know if anyone else is having it this bad. My Internet was always shifty when it comes to gaming online, but it's getting to the point of dubbing it un-usable. I upgraded my internet a little while back (Maybe a month and a half ago) from the grandfathered 300 Mb plan to the 500 Mb plan. I have always had a TON of issues disconnecting or my internet shutting off entirely while starting up an online game no matter what the game is. Where I'm at with this issue now since I have upgraded, the internet doesn't run consecutively smooth for more than a minute or two literally ever. And by 'smooth' I'd like to point out that I'm not cherry picking common lag issues considering that when it lags, my games become completely unplayable, all my friends and enemies appear to run into walls, I teleport all over the place, what I see happening before my eyes is not actually what is going on at all... You know, the usual stuff that happens when you hard DC. And for instance, some days I can't even play a full 2 minutes of a game before the whole house loses internet and is forced to reset. And what's even more insane is that I could wait for the internet to come back up and try to repeat the process and the SAME thing happens AGAIN. This will happen throughout any and almost every hour of the day. (I would also like to point out that I do prefer to hardwire my connection and do when the panoramic pods work, which also go offline several times every day no matter what! So yes, I also rely on wifi sometimes) I have had a lot of work done for everything from running a new coax downstairs when I used to have an extender router, upgrading my hardware to the 3rd gen, to my post outside being worked on several times. Nothing has solved my problem as this has always been an almost daily issue. One of the Techs that worked on my post last had told me that I was at the tail-end of a node and that any problems experienced elsewhere on the way to said node might be amplified because I'm "at the end of the spiderweb". If that is true I would like to know why I am paying +$100 a month fora connection that barely works outside of browsing the web and meanwhile Cox can't seem to fix this issue and distribute the connection more properly in my area, of course, if that is to be taken as accurate information about the node. I don't know anymore, I've tried so much and have been so patient with support and I just don't know if I can afford to put up with this much longer. Any suggestions or troubleshoots would be awesome. Thanks!
BLAAAAAARG
4 years ago Place Internet
3.2KViews
1like
6Comments
Cox service is making me lose my hair!!!
UPDATE 2/7: today the internet went out andas usual it happened in the same time like before. UPDATE 2/6: so I had a tech come in on Thursday [2/4] to look at the "issue" and they said that it was the POE filter and the splitter that was installed on the main line that's causing the disconnections. They said it was not up to spec with their network. Okay so they replaced it with their own as well as replaced the coax cables that's connected from the outlet to my modem. Today [2/6] I've now experienced a disconnection for 10 mins instead of a mere 1-2 mins prior to this "fix". So I pretty much spent $100 of my money just to get a worse network experience. I, and others in my household, rely on your network 24/7 not just for leisure but also for workand cannot have interruptions this severe. I am now contemplating on reporting this to the FCC the more issues I experience. I've been having issues everyday at the same timeframe with my gigablast. I've never had an issue before but so far it has started on the 2nd week of January to now and it had only worked without issue for two days straight last week.. My network connection would cut off multiple times around 11am-2pm everyday and whenever I ask assistance they would always tell me that they'll send out a tech to check my connection. I've factory reset my modem and router a million times, switched over to another coax port in the house, have tried having a direct connection from the main line to one coax port (no splitter), I've done having direct connection to the modem and all these steps have not resolved the issue. The website says that there are no outages, maintenance, service interruptions whatsoever but there clearly is. It seems Cox isn't as responsive unless it about bill pay. Customer Support would always pull a "let's have a tech come in to check your connection", no my connection isn't the issue, the residents in the vicinity is having the issue andCox doesn't seem to understand that. I've asked multiple times to check the main line that goes in our area but no one is sent to check it. There are multiple reports even on Downdetector of the same issue I'm experiencing.
Mitch_Villa
4 years ago Place Internet
3.4KViews
1like
14Comments
Panoramic Wifi Dropping or Not Connecting to devices
We've had the same Modem for 6+ years along with a router (only 2ish years old), and were experience some slow connection speeds so we decided to call COX to update the modem. After getting our new Panoramic wifi modem today around 4pm, and we immediately started running into issues. At first the wifi wouldn't connect to anything, but after about 2 hours we got the modem up and running only to have the internet continually drop in and out with the issue resolving itself without any need to physically reset the modem (though we have reset the modem numerous times throughout the last few hours just to get this far). After getting the wifi to work I ran several speed tests to see if all this trouble was really worth it - it was not. My 6+ year old modem was giving me a 35-40 mbps, and my brand new panoramic modem/router is now giving me 28 mbps at best. Mind you I'm paying for 150 mbps, so this is no where near what I should be getting (especially from using COX's own modem/router). Not only is our speed slower, but now it appears that not all devices can connect to the network. I work from home and our son does online classes from home, so having a stable internet is very crucial for our every day. I'm not sure why upgrading to a new modem would be worse than using a modem from 6+ years ago, but nonetheless this appears to be the case. I would almost like to just use my old COX modem that I can use with my own router and get a better more stable connection with. At least then I'll know I can rely on my terrible internet, rather than hope and pray for a long enough stable connection to do any real work on. Let me also be clear that this is all been done in the same room as the Modem/Router with nothing in the way or blocking it. Using a LAN connection is NOT a solution as that does not solve the Wifi issue. And the inability to obtain an internet connection on some devices is not solved by either a device reboot or a modem reboot, as both have been done repeatedly. I can't even find the "hidden" devices from the online modem connection site under "Devices not connected".
m_wellner1
5 years ago Place Internet
3.2KViews
1like
4Comments