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
High Latency and Disconnect Issues for Cox customers when using Blizzard Entertainment's Battle.net
Hello there, As per request of tech support I am making this thread to raise further awareness to an ongoing issue with Blizzard Entertainment's Battle.net and Cox ISP relationship. These issues first surfaced around 30 days ago to the day, and Blizzard was able to solve it internally. However this time, they have admitted on Twitter that internal fixes will not be enough this time. This issue apparently crosses multiple (very popular) games on their Battle.net servers, such as, World of Warcraft, Overwatch, and Diablo III. The World of Warcraft post pertaining to this issue for Cox users is already at 356 responses and climbing as i type this. The issue came about again Thursday night. Link to forum post with a lot of connection test done by wow players with Cox ISP:https://us.forums.blizzard.com/en/wow/t/cox-high-latency-and-lag-spikes-are-back/148940/335 Tweet from Blizzard Customer Service official account:https://twitter.com/BlizzardCS/status/1116882096306425860 Note: That forum link to blizzard is just the World of Warcraft thread alone. I am sure there are more for Overwatch and Diablo 3. But everyone in the thread that has ran and posted tests are indeed Cox users. Below I will copy and paste the tests I ran last night. Also, no matter of generic troubleshooting with routers, modems, and so on have yielded any results. And no other ISP users across the millions that play their games have reported these issues. Essentially what happens is you log in to the game, things seem fine, and when going to do activities within the game (generally all the most popular things and why people play the game), your MS / Ping will skyrocket from what is normal (40-100 range depending on your location and the server within the game you're on) and shoot up to the thousands making the game unplayable. Below are my test results. Tracing route tous.battle.net[24.105.29.40] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.0.1 2 8 ms 7 ms 7 ms 10.49.128.1 3 9 ms 15 ms 9 ms 100.127.74.42 4 7 ms 9 ms 19 ms 100.120.100.16 5 20 ms 19 ms 25 ms 68.1.4.252 6 21 ms 21 ms 21 ms 68.105.30.130 7 31 ms 19 ms 19 ms ae1-br02-eqla1.as57976. net [137.221.68.35] 8 20 ms 20 ms 19 ms be2-pe02-eqla1.as57976. net [137.221.68.73] 9 21 ms 20 ms 20 ms lax-eqla1-ia-bons-03.as57976. net [137.221.66.5] 10 * * * Request timed out. 11 20 ms 21 ms 21 ms 24.105.29.40 Trace complete. |------------------------------------------------------------------------------------------| | WinMTR statistics | Host - % Sent Recv Best Avrg Wrst Last 192.168.0.1 - 1 2202 2201 0 0 4 1 10.49.128.1 - 0 2206 2206 2 9 55 9 100.127.74.40 - 0 2206 2206 3 9 58 11 100.120.100.12 - 0 2206 2206 2 11 141 26 68.1.4.252 - 1 2187 2182 15 23 313 24 68.105.30.130 - 0 2206 2206 14 21 69 20 ae1-br01-eqla1.as57976.net - 0 2206 2206 20 56 536 25 et-0-0-2-br01-swlv10.as57976.net - 1 2188 2187 21 51 4179 36 et-0-0-31-pe01-swlv10.as57976.net - 0 2206 2206 19 26 74 31 137.221.105.2 - 0 2206 2206 19 25 88 25 ________________________________________________ ______ ______ ______ ______ ______ ______ WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider As you can see, ae1-br01 seems to be a major issue. And if you comb through the posts on the WoW forums, you'lll see a common thread in there. When this happened 30 days ago, it was the same string having issues. Thank you for your time, and I greatly appreciate any awareness and or help. I will do anything I can to help make this as easy as possible.
82 year old mother charged for modem after turning it in a year ago
My 82-year-old mother had a "Mystery Charge" on her bill a month ago. She called Cox Billing Support, which is quite a time commitment, and was told by Kyle he was removing the charge from her account, gave her a confirmation number, and told her the next bill would show that all she owed Cox was her monthly charge. Next bill comes, and it says she has a past due on the "Mystery Charge". So today, we call Cox together. Now the charge is for a modem we turned in a year ago when we switched her to Panoramic Wi-Fi. We explained that we did not have the Cisco telephone modem as we turned it in when she began renting the Panaromic Wi-fi. After trying to get the gal to understand that the Panaramic Wi-Fi served as a telephone modem, she told me "you have the Cisco modem, I can see that it's on now." It wasn't , it isn't. Checked every cox plug in in the house. Not suprisingly, we did not have two modems connect to the cox service. I was explaining this and was disconnected. Called back. I asked the new Customer Service rep if she could see a Cisco modem live on the system from my Mom's residence. No. So I explained that we had a confirmation number saying this charge was being removed from the system. Suggested they pull up the recording of the conversation because they had "no record" of the credit. No can do. So now she said we needed to return the modem. I again stated that the modem was returned to the local store when we picked-up the Panoramic modem. Do you have the 1 inch x 1 inch receipt a year later? No. Who keeps these tiny scraps of paper. I asked if Cox showed my mom still having the modem, why they didn't contact us before now. No answer. I explained there was no reason for us to keep the modem. They have no value. But, I was told that without the 1 inch x 1 inch receipt there was nothing they could do for a 15-year-plus customer. So I asked when my Mom asked for her phone service to be switched from a land line to digital service, because she didn't. Cox forced her to switch to digital. Knowing she hadn't request the switch, I asked if I could get a copy of my mom's request that they install a modem. Said they couldn't. So I asked for a copy of what she signed saying she had received the modem. Said they couldn't. So I said then what proof do you have that she ever had the modem. And then I said, you know what, I'm going to trust you and believe that at one point this modem was in the house. Why can't you believe me when I assure you that the modem was returned? The modem has no value to my mother. I don't even think Cox still uses this modem. Neverthless, my mother has spent days looking for it despite the fact that I confirmed with her that she did indeed return it - I was with her. Thank you Cox for hassaling my elderly mother and sending her to bed with tears on multiple occasions.Thank you for charging my mother $122 for a modem that sells for $20. Thank you for charging a customer for outdated hardware that you will not use. Thank you for holding your customer responsible for bad record keeping. Thank you for neglecting to add equipment check-out and returns on your monthly bills so that customers have some way of knowing your service team neglected to enter the return or that record did not transfer to your master data system. Thank you for expecting your customers to hold on to 1" x 1" receipts to the end of time. Thank you.
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".
Frequent disconnects/timeouts
Over the last week I've been experiencing frequent but sporadic disconnects/time outs. Gaming and video/audio calls are near impossible. Pinging Google's servers (8.8.8.8) shows that there can be long periods with no disconnects (~1 hour) or they can occur every 5-10 minutes for hours at a time. They'll last anywhere from 5-30 seconds, but even up to 2 minutes. Support has been near worthless. A reset and send me on my way (not before an upsell though!). I guess they log my issue as 'resolved' since technically I do have internet connectivity when the reset is done. Followed all the steps on this (https://forums.cox.com/forum_home/internet_forum/f/internet-forum/25345/packet-loss-and-latency) page, but no help. Any suggestions are appreciated.
