Motorola Arris SBG6782 DOCSIS 3.0 Router Issues and sporadic disconnects of WIFI devices
I am starting this post in hopes that other Cox Customers will see it and also respond with their personal troubles with the SBG6782 DOCSIS router. I have seen numerous posts regarding connectivity problems with Cox personnel providing the same reply that the issue has to be the modem. I personally offered Cox to come to my home and set up a device to monitor the signal in two places 1) Directly before the NIU and 2) Directly before the Cable Modem in order to see where the troubles lie so we can proactively fix the problem I am having at my home. That offer was never taken up and all I was told is that they can send a technician to my home and "test" the signal. Since 2007, I have had Cox in my home several times and each time something has been swapped out. I now have Cox supplied coax from the wall jacks to every device in my home. I have a new Cox supplied splitter in my attic. All cables going into my splitter now have new heads. I even have a new, Cox provided, Amplifier in my home. Everything in the house has been replaced by Cox yet the problems are still here. I even have issues with my cable boxes freezing up and not responding and yes...those have been replaced as well. About a year or so ago, the internet got SO bad that I tossed my old Surfboard router and purchased a new Motorola SBG6782 router from Best Buy. When I hooked it up, it was AWESOME. Fastest speeds I have ever witnessed. Unfortunately, that lasted for about 3 days and then the trouble began. Webpages hanging, or not even loading. Wi-Fi devices crippled by painfully slow internet or no internet at all. Even the laptop I use that plugs DIRECTLY INTO THE MODEM ITSELF experiences the same exact symptoms. The biggest problem I am having is that our internet will literally STOP working for a few minutes, several times a day generally requiring a reboot of the router to fix. I have on several occasions, had to reboot my router several times a day or, just wait patiently for the signal to come back and continue my internet experience. I don't even try and work from home as connecting to work is useless as we use Citrix and my connection gets dropped at least 3 times while I try and work. I have supplied multiple logs from my router and am given a very informative answer however, that answer doesn't fix the problem that is obviously internal to Cox. ChrisL on the Cox Forum has been a huge help and I thank you for every answer you have provided and every attempt you have made to help but I am asking for this to be escalated to a chronic team as there are way too many people on these forums having the same exact issues that I am having so we all cant just have "faulty" modems. I am providing again the error messages I see in my modem logs: Tue Feb 03 19:14:24 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Tue Feb 03 18:45:21 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Mon Feb 02 20:08:37 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Mon Feb 02 03:30:45 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sat Jan 31 11:57:32 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sat Jan 31 11:30:16 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sat Jan 31 10:55:08 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sat Jan 31 08:04:58 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Fri Jan 30 16:37:33 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Fri Jan 30 04:23:17 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Thu Jan 29 01:41:04 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Wed Jan 28 14:19:24 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Tue Jan 27 15:14:17 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sun Jan 25 15:10:21 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:16:19:e8:19:f7;CMTS-MAC=d0:72:dc:32:e3:64;CM-QOS=1.1;CM-VER=3.0; Fri Jan 23 04:57:46 2015 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Wed Jan 21 11:11:31 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Mon Jan 19 12:40:50 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sun Jan 18 20:25:34 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Fri Jan 16 02:46:56 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Thu Jan 15 04:33:54 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=4;CM-QOS=1.1;CM-VER=3.0; Tue Jan 13 18:27:12 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; Sun Jan 11 17:19:02 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; As you can see from this log, this is happening almost EVERY DAY, sometimes MULTIPLE TIMES a day and this is just a portion of my log. I have this same event logged almost daily since November 13, 2014 (I am sure it has been overwritten as I have had the modem about a year now. Someone from Cox, please look at this post and understand my pain of paying for a service I cannot use like I want to. I have children who cannot do homework because the internet doesn't work so we have to use our limited 4G LTE cell phones to look up things for homework and research. Hopefully something will come out of this post but I doubt it. The best I will get is having a tech come out which will waste his time and mine because since I rebooted my router about an hour ago, Internet has been flawless.10KViews0likes14Comments
Port forwarding on DPC 3825 Cisco Gateway
Why does Cox not allow port forwarding on the Cisco DPC 3825 gateway? You can't even update the firmware because that's under Cox control too. As I see it it's simply a way for Cox to make more money by making you purchase the premium tech support for $100 and so much a month thereafter or a one time $60 to set it up for you. For $180 a month I'm not paying more money. I feel like I'm being ripped off! Here's what happens... log into gateway>applications and gaming>port range forwarding>enter external start and end port, internal ip address, start and end port, enable and click save. Pop up stating "The page at 192.168.0.1 says: the setting of port must between 1~65,535: 0" . I certainly didn't try all 65535 port numbers but any number I did try didn't work. What gives? Anyone else have a problem with this?5.7KViews0likes3Comments
Internet drops intermittently - Hampton Roads
Hey Guys, Just looking for some help and saw some good responses after trolling through the site today. I have been plagued by intermittent disconnections persistently for almost two years at this new house in Williamsburg, VA. I have replaced my Motorola SB 5101 with the new SB 6141 and still have the same problem. I have replaced an Apple Time Capsule with the Asus RT-AC68U router and still have the same problem. I called COX tech support and they couldn't seen any problem so they sent out a tech. He found some old connectors and inappropriate grounding and fixed all of that. He tested the line (which is a direct RG-6 coax connection to the box on the side of this house with new connectors and no splitters) and we were getting plenty of signal strength. Unfortunately, the problem recurred. Sometimes it is more than once per day, other times we go days without a drop. Every time though, resetting the modem fixes the problem. This morning it happened, no wi-fi internet, no hard-wired internet. I found this log in my modem this afternoon: So, any help I can get, I will take. Should I replace the RG-6 with quad shielded cable? Should I go for a Cisco router that may be better supported by Cox. I bought the SB6141 outright, but may be able to return it. Thanks guys,4.9KViews0likes9Comments
Dropping packets and unreliable internet connection
I have had this issue several times. Just called in again to get it resolved. I have been in IT for over 10 years and this is ridiculous. I work from home primarily and cannot have an unreliable internet connection. At least once a week lately I get issues and see consistently over 25% packet loss. I see this pinging 8.8.8.8 (google open DNS server) or cox.net or any website. Sometimes simply disconnecting power and reseating the cable modem will resolve, others I have to call in or have a tech come out. I have had more issues since moving to my current address and they continue to go unresolved. Yet I pay my bill and have never even been offered a credit or any form of compensation for continuing issues with my services. I've been with Cox over 8 years. I've even previously had support tell me my router was the issue - ludicrous considering I have had a field tech come out and connect his equipment and also see the same loss testing the lines. But to appease support I bought a new $150 router. What does it take to get Cox to resolve this issue once and for all? I'm at the point of cutting services way down (dropping my bundle) and adding AT&T as a secondary connection to my router so I can have consistent internet and simply streaming all of my TV. Is this what I need to do? Or is Cox going to be able to finally resolve my issues permanently and do something for customer retention? Current signals from cable router after finally getting back online Downstream Channels Power Level: Signal to Noise Ratio: Channel 1: 15.5dBmV 39.5dB Channel 2: 15.4dBmV 39.9dB Channel 3: 15.4dBmV 39.3dB Channel 4: 15.0dBmV 39.6dB Channel 5: 13.9dBmV 39.5dB Channel 6: 13.8dBmV 39.5dB Channel 7: 13.6dBmV 39.1dB Channel 8: 13.4dBmV 39.4dB Upstream Channels Power Level: Channel 1: 46.5dBmV Channel 2: 45.7dBmV Channel 3: 46.2dBmV Channel 4: 45.2dBmV4.9KViews0likes5CommentsCannot Connect to DNS Server at least twice a day, at most 7times a day.
Well my issue started when my old router got orange juice spilled on it, modem wasn't harmed at all. So we went and bought an upgraded version of our old one and ever since then we have been having random disconnects; we have just put up with it for awhile, but here recently its just getting real old. I have read up a bunch of different issues, but none have blamed the router. I was curious to as do I need to completely replace my old modem? Or is there just some way I can make then two communicate better, so I do not have these disconnects. I really really do not want to blame the router or get a new one for it was quite expensive. Netgear N900 Wireless Dual Band Gigabit Router. Comp: Intel(R) Core(TM) i5-2310 CPU @ 2.90GHz, 8.00GB (7.70 GB Usable) 64-Bit Operating System. Have been with cox for a little over a year and never had a problem. Appreciate any feedback that might solve the problem. If not solved I guess ill just call a cox tech, guess im taking the lazy way out.4.4KViews0likes3Comments
Lousy support
I have been a Cox customer (phone, TV, Internet) for 13 years and until recently have been thrilled with COX support. For the last almost 3 months I have been having horrendous email issues. I have multiple calls in, have spoken to at least a dozen techs and the problem STILL isn't fixed. What I have been told over and over and over ad infinitum is that the problem will be fixed in 24-48 hours so now after roughly 2200 hours I can't send a message reliably, or receive one without having to go to webmail which has started to be ridiculously slow. I am a consultant and I live on email, and this situation is costing me money, not including the 10s of THOUSANDS of dollars I have paid to Cox. What has been suggested is that I; A. Do all my email correspondence on Webmail B. Buy a different machine (I am on an iMac running Yosemite) C. Wait 24-48 hours for it to be fixed (NOT!!!!!) Point A would require that I somehow setup the forty or so mailboxes and dozens of rules I have created over the years to Webmail where I would be exposing my emails to web operations which are OH SO SECURE (?!?!?!?!) Point B Buy a Windows machine. I would rather rub shards of glass in my eyes! After 35 years in the IT world as an Engineer/Team Lead in testing, development and support for small companies like AT&T, Lucent, Bell Labs, Merck, CBS, HBO, J.P. Morgan, etc., etc. I no longer have the patience or the cast iron stomach to deal with windows. To Windows folks, if you blast me it goes right to the trash. I don't even read it. Besides I don't have the cash to replace machines every 2 years to support a bloated OS. Point C YEAH, RIGHT! Yes this a major flaming post after 3 months of the issue not being fixed. Oh yeah; specifics: iMac Intel Core 2 Duo @ 3.06gHz 12G of RAM Yosemite 10.10.3 Apple EmailVersion 8.2 (2098) Sometimes I get email the rest of the time I get the can't connect, server is offline dialog. Same thing with sending although a lot more often. I have tried everything that Cox Tech support has asked (except buying a machine) meticulously. Been told more than once, usually at Level 2 support that Cox knows about the issue and it is on THEIR end, not the Mac. Anyone else seeing this? Sorry for the tone of this post but as I said it's frustrating as ***!! jb ps My wife has a Mac Mini less than a year old and it has never connected to Cox but she's fine with Webmail.3.3KViews0likes6Commentshow to get technical support for internet connection problems because of upstream noise ?
My home internet connection has problems every morning from 9am to 12:pm, frequently disconnected, than reconnected after some time. I discussed this issue in this forum, and post modem event log. People helped to check the cause of unstable internet connection and told me it's caused my upstream noise. I called Cox phone support, but it's too difficult to let the support technician understand this issue, he kept let me checking wireless router, and told me modem and connection looking fine, totally ignored my description of the issue. Really feel frustrated about it. I work at home, have to use my cell phone's data for internet connection during online meeting time. Are there any way to open ticket for this issue? Thanks.3.1KViews0likes0Comments