Intermittent internet quality and upstream issues
Hello, I am trying this venue as a last resort to getting a substantial answer to my Cox Internet service challenges. Cox Internet Premiere (grandfathered) 150Mbps\10Mbps Intermittently, internet quality drops from well above 150 Mbps/ 10Mbps to something far less. The primary issue I have is the diminished upstream and huge packet loss that occurs each time. At worst, the upstream drops to 0.9 Mbps and I get packet loss in the 10-30% range. Of course this happens most often after business hours, though not at regular times/days through the week, and never when the techs have shown up. For almost two years I experienced exceptional internet service. Beginning February 14th,the intermittent issues began to occur. Over time I have narrowed the issue down to a degradation of service from/through the Cox. I replaced the modem 3 times, including one of the new Cox Panoramic modems from a Cox store. I simplified my home network to one PC (ethernet), one game console (ethernet), one laptop (wireless), and one cell phone (wireless). Wired devices are plugged straight into the modem/router. Arris SBG7580-AC with latest firmware. 3 tech visits, with the last one checking all the way out to the pole. There iscurrently an escalated support ticket that has been unassigned for over two weeks. I've been told by 4 different Tier 2 folks that they escalated the ticket and that I would hear back from someone within 24-72 hours. I am currently in the 4th iteration of that... no one has contacted me back yet. I have spent at least 40+ hours of my time trying to troubleshoot and work with Cox support to resolve this. Oh, and I have worked for 20+ years managing small business networks, so I'm not one of those 'techs that are not worth their salt' as one T2 tried to insinuate to me. What is going on? Is this situation being addressed? Is there anything I can do to help resolve this?Solved27KViews0likes7Comments
Packet Loss and Latency Spikes
This is not the first time this is happened (it happens periodically), but I am having issues with packet loss and disconnects between my modem and the ISP (hop 2). They are intermittent and very annoying. I pay $75 a month for fast internet, and I am the only person who uses it, yet I have constant problems. I had these issues with the old Cox-issed Cisco modem and my current Surfboard SB6183. Same issues with three different routers as well (Apple AirPort Extreme, Netgear Nighthawk X6, Linksys WRT1900AC). It has to be on Cox's end, but I get zero help when I call in and talk to support. They always ask me stupid questions (have you reset the modem, have you checked your router, have you tried connecting directly to the modem via ethernet, etc.) and say everything looks fine on their end. I had a tech out last month and he pulled a filter/splitter off and replaced it and said things were fixed. I was at work when he came and my housemate said that he was here for about 10 minutes. Below is a screenshot of Pingplotter, the status page of my modem, and the event log of my modem. http://i.imgur.com/1Gnp1a5.png Startup Procedure Procedure Status Comment Acquire Downstream Channel Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Enabled BPI+ DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked QAM256 73 813000000 Hz 8.7 dBmV 40.2 dB 9 65 2 Locked QAM256 74 819000000 Hz 9.1 dBmV 40.3 dB 23 48 3 Locked QAM256 75 825000000 Hz 8.9 dBmV 40.3 dB 17 56 4 Locked QAM256 76 831000000 Hz 9.1 dBmV 40.2 dB 43 133 5 Locked QAM256 77 837000000 Hz 9.4 dBmV 40.3 dB 15 84 6 Locked QAM256 78 843000000 Hz 9.8 dBmV 40.1 dB 11 67 7 Locked QAM256 79 849000000 Hz 9.7 dBmV 40.5 dB 13 60 8 Locked QAM256 80 855000000 Hz 9.6 dBmV 40.3 dB 18 69 9 Locked QAM256 89 909000000 Hz 8.8 dBmV 40.3 dB 15 55 10 Locked QAM256 90 915000000 Hz 8.7 dBmV 40.3 dB 38 61 11 Locked QAM256 91 921000000 Hz 8.7 dBmV 40.3 dB 24 98 12 Locked QAM256 92 927000000 Hz 9.2 dBmV 40.5 dB 38 31 13 Locked QAM256 93 933000000 Hz 8.8 dBmV 40.3 dB 22 81 14 Locked QAM256 94 939000000 Hz 8.2 dBmV 40.1 dB 49 107 15 Locked QAM256 95 945000000 Hz 7.7 dBmV 39.9 dB 18 57 16 Locked QAM256 96 951000000 Hz 8.2 dBmV 40.0 dB 12 69 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 4 5120 Ksym/sec 37300000 Hz 36.9 dBmV 2 Locked ATDMA 1 2560 Ksym/sec 19400000 Hz 34.8 dBmV 3 Locked ATDMA 2 5120 Ksym/sec 24300000 Hz 35.3 dBmV 4 Locked ATDMA 3 5120 Ksym/sec 30800000 Hz 36.0 dBmV Current System Time:Mon Jan 02 20:18:17 2017 Time Priority Description Mon Jan 02 20:02:24 2017 Warning (5) Dynamic Range Window violation Mon Jan 02 19:45:13 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Mon Jan 02 19:44:45 2017 Warning (5) Dynamic Range Window violation Mon Jan 02 19:44:44 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Mon Jan 02 19:43:15 2017 Warning (5) Dynamic Range Window violation Mon Jan 02 19:40:31 2017 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Mon Jan 02 19:39:48 2017 Notice (6) TLV-11 - unrecognized OID;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.0;CM-VER=3.0; Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4 Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.0;CM-VER=3.0; Time Not Established Critical (3) No Ranging Response received - T3 time-out Mon Jan 02 19:38:47 2017 Critical (3) Resetting the cable modem due to docsDevResetNow Mon Jan 02 19:14:32 2017 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Mon Jan 02 14:49:12 2017 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Time Not Established Critical (3) No Ranging Response received - T3 time-out Sun Jan 01 12:18:24 2017 Critical (3) Resetting the cable modem due to docsDevResetNow Sun Jan 01 12:06:25 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Jan 01 10:18:08 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Jan 01 10:18:04 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Jan 01 07:45:18 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Jan 01 04:12:00 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Jan 01 02:49:36 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Jan 01 02:49:26 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Jan 01 01:04:25 2017 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Jan 01 00:34:59 2017 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 22:08:29 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 21:16:38 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 21:16:10 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 19:37:00 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 19:36:57 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 19:36:44 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 19:29:30 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 19:21:46 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 19:04:05 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 18:26:28 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 17:06:43 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 14:38:58 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 10:22:19 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 10:20:20 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 31 09:14:17 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 20:11:54 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 19:32:03 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 19:31:47 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 14:19:22 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 12:53:38 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 12:32:27 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 12:06:47 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 11:44:52 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 11:16:42 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 09:43:45 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Fri Dec 30 08:47:55 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 23:01:39 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 17:40:27 2016 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 17:40:27 2016 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 17:40:27 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 17:37:28 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 15:10:05 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 15:09:58 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 13:05:10 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 13:04:38 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 12:16:33 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 10:44:07 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 04:02:33 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 02:35:07 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 02:34:58 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 02:34:46 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 01:28:56 2016 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 01:28:56 2016 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Thu Dec 29 01:28:56 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 20:58:38 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 14:04:29 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 12:26:04 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 12:25:50 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 10:26:12 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 10:24:58 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 10:23:40 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 10:23:38 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 10:23:36 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Wed Dec 28 10:18:33 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Tue Dec 27 18:29:10 2016 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Tue Dec 27 18:27:38 2016 Critical (3) Resetting the cable modem due to docsDevResetNow Tue Dec 27 14:13:19 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Tue Dec 27 14:06:05 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Tue Dec 27 13:57:24 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Tue Dec 27 12:15:27 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Tue Dec 27 11:34:07 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Tue Dec 27 09:26:31 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Mon Dec 26 17:42:40 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Mon Dec 26 04:52:59 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Mon Dec 26 04:52:45 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Dec 25 14:20:37 2016 Critical (3) Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Dec 25 13:40:15 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Dec 25 09:58:00 2016 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Dec 25 09:58:00 2016 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Dec 25 09:58:00 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Dec 25 09:39:19 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Dec 25 04:37:19 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sun Dec 25 00:05:00 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 24 14:36:22 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0; Sat Dec 24 09:44:20 2016 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=74:ea:e8:f0:7b:4d;CMTS-MAC=00:21:a0:fb:6a:74;CM-QOS=1.1;CM-VER=3.0;8.6KViews0likes24Comments
Horrible Intermittent Lag Spikes when online gaming
For the past 3-4 weeks I have been experiencing horrible lag spikes when gaming, browsing internet or even streaming Twitch.tv I have called Cox over 15 times, spoke to higher-ups, had 4 technicians come by, upgraded my modem+router+power unit + coaxial splitter and so much more to no avail. This has become horrendous to the point of potentially considering switch ISPs. Does anyone have any information on a potential fix coming? From everyone I spoke to at Cox over the phone, there seems to be no ETA on a fix. Apparently a node in my area is over-saturated and causing 80% packet loss... WHICH IS CRAZY BAD!!! Note: I am in Southern Orange County, California.7.1KViews0likes5Comments
HUGE Slowdown with Premiere Internet
I was promised up to 150 Mbps with this plan, but in the last 5-6 months, it has been VERY slow. Speed test: https://prnt.sc/fh5aek I have tried doing a chat with support 3 times and every single time, no matter what I said, they either ended up disconnecting or just resetting the modem. Which did absolutely nothing. I AM connected by Ethernet and this result is generally the same throughout the devices in my house, some slower. This is very frustrating because downloads were so quick, but now it's so slow it's unbearable. For example, in Steam, It downloads at about the same, around 33 Mbps, or ~3.9 MBps.http://prntscr.com/fh6afbSolved6.3KViews0likes22CommentsDaily outages in my area. UNACCEPTABLE
There are daily internet outages in my area (92026) this is unacceptable! I need to work remotely and with 0.5Mbps upload speeds, it is impossible. I pay for 300 down/ 30 up speeds and rarely reach those speeds AND NO it's not my modem and I refuse to reboot the darn thing again! So far I have not seen any credit applied to my account for the lack of service or any notice of when the issues are going to be resolved permanently. You guys are pushing me to get ATT more every day and I hate ATT but this is just wrong. Get it together COX!!!!.6.2KViews0likes30CommentsInternet quality intermittently bad causing drops of service over the past few weeks
When it works, it works great. Then it doesn't and it keeps dropping for hours. I'm having frequent packet loss and connectivity issues over the past few weeks after several months of low to no issues on 4 different WIRED computers. This happens daily in waves. Sometimes the quality is good for a few hours, but usually it drops every few minutes for hours on end. I've been running ping plotter to monitor for connectivity. https://imgur.com/a/9cRQv7k Usually when it goes out: Actively running Netflix, YouTube, and general web browsing seems uninterrupted unless it's trying to start up a new one. I can still view and hear others on currently joined video calls or streams. The quality of myvoice and video degrades to the point that others on the call can't see or hear and eventually I get dropped Just this bit makes me think it's a problem with the upstream channels possibly having noise or an issue in the network in that direction. I've wasted days working with the online support chat and I've calling support. it doesn't seem like they have the tools or know-how to get to the bottom of the issue. Often it seems they jump to conclusions I without evidence and few of the things they have determined: My modem needs a reboot. This is the first thing every time and I've already done it. Everything is fine. This is usually the final conclusion every time I call. A fine Jedi mind trick, but they're not Jedi. There's probably a virus on all my computers and I need Cox Complete Care. I don't have enough bandwidth and I need to upgrade to the Gigablast plan. I feel stupid for even giving this one a try and am not happy about the zero results. It's my modem. I've replaced my modem a number of times duesupport suggesting the modem is faulty over the years. Never once has it remedied the issue. My current (newest best) modem has been working fine for months before these issues cropped up. Cox says it's the modem. Arris says it's Cox. :-| I need Panoramic WiFi and that will fix it. Nice try on the upsell. Xbox consoles are eating all the bandwidth because they have a lot of graphics. This is laughable and nonsense. Even if it made sense I don't even have an Xbox. They need to send a tech out to look at the cable lines and modem I've had a tech out to look at the lines and they reported the signals and modem look good. All the channels look to be in range and there's no ingress. It feels more like the support channels are really just sales channels. There doesn't appear to be a next step beyond sending out a tech. I'd switch providers, but there's nothing else available. I'm not sure where to go from here.Solved5.6KViews0likes7Comments
Low Upload speeds.
basically through exhaustive testing on multiplecomputers routers and switchs i still only receive 6-9mbps upload on testmy.net and real uploads to youtube google cloud and dropbox. My download speeds are fine, Called tier 2 support ans said its likely a issue with my sb6190 since all signal reading good and speedtest to cox and speedtest.net are fine and requested i try a new modem.5.4KViews0likes14Comments
New SB8200 - improper provisioning
I just purchased and installed a new Arris SB8200 for use at my home to replace an aging SB6120. I followed the installation instructions and I called cox customer service to register the new modem via it's SN and MAC address. The modem is connected and I'm able to connect to the internet. But here's the problem... My download speeds are horrendously slow now. Immediately before I disconnected the SB6120, I ran a speed test and I was getting in excess of my current plan speeds. ~60Mbps down and about 7-8Mbps up. Now, the same test yields around 10Mbps or less down and, at times, really high upload speeds around 20-30 Mbps. I have checked all of the signal levels reported by the modem webpage and they all appear nominal. It also appears that all 32 download channels have been bonded and 4 upload channels are bonded (see bottom). Here's a current speed test report from the cox website. as you can see horrendously slow on the download side which is less than 10% of what I should be receiving. Test Results Download Upload 4 Mbps 6 Mbps My Internet Plan COX INTERNET PREFERRED Download Upload 50 Mbps 5 Mbps Speed Test Results Device Type Latency desktop 31 ms IP Address Test Server So what gives? I know that many other cox users including those in Phoenix and elsewhere in AZ have reported that this modem works as advertised when provisioned. Has mine been provisioned improperly? I know from other users of the modem that the firmware version being pushed out by COX and other providers is at least one or more revisions older than the modem's current firmware revision which is: Software Version D31CM-PEREGRINE-1.0.0.2-GA-01-NOSH Why is my quality of service all of a sudden negatively impacted by upgrading my modem (which is something Cox want's you to do every few years) to the latest model which is officially supported by Cox? As a long time cox customer going back 17 years, this is not meeting my expectation of performance and service currently. :-( I am not connecting to the modem wirelessly, but through a wired Ethernet connection. I have tried connecting directly to my PC and through my router and the results are exactly the same. Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 170 Locked QAM256 807000000 Hz 5.6 dBmV 39.8 dB 0 0 169 Locked QAM256 801000000 Hz 5.9 dBmV 40.0 dB 0 0 206 Locked QAM256 975000000 Hz 1.4 dBmV 37.2 dB 0 0 171 Locked QAM256 813000000 Hz 5.5 dBmV 39.8 dB 0 0 172 Locked QAM256 819000000 Hz 5.6 dBmV 39.8 dB 0 0 173 Locked QAM256 825000000 Hz 5.6 dBmV 39.7 dB 0 0 174 Locked QAM256 831000000 Hz 5.5 dBmV 39.6 dB 0 0 175 Locked QAM256 837000000 Hz 5.6 dBmV 39.7 dB 0 0 176 Locked QAM256 843000000 Hz 5.6 dBmV 39.7 dB 0 0 177 Locked QAM256 849000000 Hz 5.6 dBmV 39.5 dB 0 0 178 Locked QAM256 855000000 Hz 5.7 dBmV 39.5 dB 0 0 179 Locked QAM256 861000000 Hz 5.8 dBmV 39.5 dB 0 0 180 Locked QAM256 867000000 Hz 5.7 dBmV 39.5 dB 0 0 181 Locked QAM256 873000000 Hz 5.4 dBmV 39.3 dB 0 0 182 Locked QAM256 879000000 Hz 4.9 dBmV 39.1 dB 0 0 183 Locked QAM256 885000000 Hz 4.5 dBmV 38.8 dB 0 0 184 Locked QAM256 891000000 Hz 4.0 dBmV 38.5 dB 0 0 185 Locked QAM256 897000000 Hz 3.6 dBmV 38.4 dB 0 0 186 Locked QAM256 903000000 Hz 3.2 dBmV 38.1 dB 0 0 187 Locked QAM256 909000000 Hz 2.9 dBmV 38.0 dB 0 0 188 Locked QAM256 915000000 Hz 3.0 dBmV 37.9 dB 1 0 189 Locked QAM256 921000000 Hz 3.1 dBmV 37.9 dB 0 0 190 Locked QAM256 927000000 Hz 3.3 dBmV 38.0 dB 0 0 191 Locked QAM256 933000000 Hz 3.5 dBmV 38.0 dB 2 0 192 Locked QAM256 939000000 Hz 3.6 dBmV 38.0 dB 2 0 201 Locked QAM256 945000000 Hz 3.2 dBmV 37.9 dB 2 0 202 Locked QAM256 951000000 Hz 3.1 dBmV 37.9 dB 0 0 203 Locked QAM256 957000000 Hz 2.6 dBmV 37.5 dB 0 0 204 Locked QAM256 963000000 Hz 2.2 dBmV 37.4 dB 1 0 205 Locked QAM256 969000000 Hz 1.8 dBmV 37.4 dB 1 0 207 Locked QAM256 981000000 Hz 1.1 dBmV 37.1 dB 0 0 208 Locked QAM256 987000000 Hz 0.7 dBmV 37.0 dB 0 0 Upstream Bonded Channels Channel Channel ID Lock Status US Channel Type Frequency Width Power 1 2 Locked SC-QAM 23300000 Hz 6400000 Hz 37.3 dBmV 2 1 Locked SC-QAM 18400000 Hz 3200000 Hz 36.9 dBmV 3 3 Locked SC-QAM 29800000 Hz 6400000 Hz 37.3 dBmV 4 4 Locked SC-QAM 36300000 Hz 6400000 Hz 38.8 dBmV5.3KViews0likes3Comments
Incompetence at the highest level
For almost 2 weeks now, I have been unable to properly use my internet services. I pay for the Ultimate Bundle, mainly for heavy gaming and streaming. Recently, I have been experiencing major packet loss, choke and request time outs with my connection. When I originally called, the person over the phone told me my modem was the problem; I had an arris SB6190. He recommended I buy a netgear cm1000, which indeed I did. A few days later, the modem arrived and the problem wasn't resolved. A ticket was created for me and a technician came out on 10 / 23 (Monday). He couldn't figure out the problem, so he referred my case to maintenance. I have called almost every day since 10 / 23 (Monday) to make sure my ticket was moving in the right direction, and EVERY SINGLE PERSON told me the maintenance team is going to work on it, and that they need 3-5 days to fix this issue. I called yesterday 10 / 26 (Thursday) to ask for a status, and I was told that a supervisor would call me back within a few hours to inform me of what is going on. I never received a call back. I call again today 10 / 27 (Friday), in which the tier 2 technician tells me a maintenance ticket was never properly put in. WHAT?!?!?! Before I elaborate, let me just tell you everything I have tried. 1) New modem - 2) Bypassed router and went direct to modem - 3) bought new Ethernet cable [cat6] - 4) tried using WiFi instead - 5) tried using multiple computers, all have the same issue - 6) had tech come out to test the lines, which tested fine - 7) called tier 2 numerous times, in which they have confirmed they do see packet loss on my connection **Also a side note. I have worked in I.T. for 10+ years, and I am not computer/networking illiterate.** Back to the status, they now tell me a tech has to come back out to look at the problem once more, and if he can't resolve it (which I am confident he 100% will not), he will refer back to the maintenance team. This is absolutely ridiculous and incompetence at the highest level. How is it possible that over 5+ people within the past week have all told me a maintenance ticket was properly created into the system, and the last day I expect it to be resolved, I get word that they cannot even see a maintenance ticket on my account. After I requested to speak to a supervisor this morning (15 minutes ago), I told him he needs to go back and review all my calls (I hope they are recorded). It is nearly impossible for everyone to magically see that maintenance ticket, but then suddenly it disappears? I even talked to the CAG Line yesterday, in which they also confirmed a maintenance ticket. I am about to ready to completely cancel my service with COX, because this is the most unprofessional and incompetent practice I have seen since Comcast.4.8KViews0likes14Comments
Microcells Won't Connect Through Cox Network
I have three Microcells in our home. They allow us to have a cell site in our home using the internet connection. Microcells are made by CISCO and they're pretty much "plug and play" units - you plug them in to the internet, and they bring your cells phone full bars, etc. These microcells have been here in our home for 4 years with very little maintenance - ATT replaces them if there is a problem. There has been no changes in configuration or hardware in our home in the past 2 years. Yesterday they stopped working. Our internet was the first suspect because what would affect all units at once? But our internet tests rock solid, no jitter, plenty of speed. We also thought well perhaps the Netgear CG3000DV2 router changed but we tested it and Cox says it is OK. We spent hours working with ATT troubleshooting the units - restarting them and attempting to reload the software from the ATT servers but the units just cannot contact the ATT server. So we looked into the ports they use. They use 123, 443, 500, and 4500. It appears from speaking to ATT that port 4500 is where they do the remote management and download of the software including updates. And we checked these ports on our router. All ports on the router are open. So now we know that the problem is most likely port 4500 being blocked but not inside our house. I have called Cox and explained the problem and asked for help. I know that Cox is more equipped to solve this problem than ATT because they are only able to help with devices - they will send me replacements for free but I know that won't fix my problem. I reviewed the ports that are blocked by Cox for "policy" - that means that they have a policy for instance of not allowing people to host a file server or web server at their home - they block those ports by policy.4500 is not one of the ports they block by policy. So how can I work with Cox in a manner that would get them to help me find the problem? Does anyone have any insight into how to solve this complex problem? The problem definition is simple - Cox is blocking port 4500 somewhere and I need their help to find out where." I have gone through a lot more troubleshooting and verification than I have listed here so just ask and I'll tell you if we've done it.4.5KViews0likes7Comments
Daily outages in my area. UNACCEPTABLE
There are daily internet outages in my area (92026) this is unacceptable! I need to work remotely and with 0.5Mbps upload speeds, it is impossible. I pay for 300 down/ 30 up speeds and rarely reach those speeds AND NO it's not my modem and I refuse to reboot the darn thing again! So far I have not seen any credit applied to my account for the lack of service or any notice of when the issues are going to be resolved permanently. You guys are pushing me to get ATT more every day and I hate ATT but this is just wrong. Get it together COX!!!!.Low Upload speeds.
basically through exhaustive testing on multiplecomputers routers and switchs i still only receive 6-9mbps upload on testmy.net and real uploads to youtube google cloud and dropbox. My download speeds are fine, Called tier 2 support ans said its likely a issue with my sb6190 since all signal reading good and speedtest to cox and speedtest.net are fine and requested i try a new modem.
