CoxTOC1
join:2007-05-15
Newport News, VA | reply to Folic_Acid
Re: [VA] Intermittent Internet Issues???
First step would be to PM myself or one of the rep's on the approved list. |
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Folic_Acid
join:2008-06-25
Falls Church, VA | I've actually PMed CoxTech1, but I'll PM you also. Thanks. |
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visormiser
Premium
join:2004-02-10
Alexandria, VA
| reply to CoxTOC1
Spoke with a Cox tech support person again today. He helped me swap back in my Motorola SB4100. I know it's not one of their "supported" modems but I just checked speed test and got almost 10Mb/sec download and 2.2 up, so I'm not sweating that.
I sincerely hope these drops stop. I was told by the tech I spoke with today that if the drops continue then I should replace my router, but as Folic Acid just reported replacing his router didn't change things, I'm very doubtful that the router is the problem. I guess we'll see. |
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Folic_Acid
join:2008-06-25
Falls Church, VA | reply to jfoj
Well, I haven't replaced my router, but I'm not sure why I should. I've had the same router and modem for a couple years with never problem. |
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CoxTOC1
join:2007-05-15
Newport News, VA | Have you checked your routers firmware lately? I know that their was one version (I can't remember which one) that was causing problems. |
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Folic_Acid
join:2008-06-25
Falls Church, VA
1 edit | I'll check on that. Thanks!
EDIT: Looks like there aren't any firmware updates. FWIW, my router is the Buffalo WHR-HP-G54. |
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Guy from NoVA
@cox.net
| reply to jfoj
Guest from NoVA chiming in, experiencing exactly the same problems, at the same time, and with same frequency: I have to reboot PCX2600 modem and router daily. After seeing this thread, I called COX (NoVA), told them about this exact thread and my problem. They said my modem is fine and they could 'see' it, in fact they 'reset' it, and the cable light is always solid green, despite and during lost connections. My router is a brand new state of the art LinkSys WRT160N with latest FW. I experienced the same outages with LinkSys WRT54g, leading me to believe it was COX or my modem.
COX told me that they have no reports of outages, no reports of issues with the PCX2600, and in any case they support only 1 computer connected by wire to the modem. So, the only way I'm going to get them to lift a finger, much less a truck to roll, is if I bring down my network and then connect wired...and wait for a lost connection to occur. Nice. Maybe if legions of Virginians complain something will shake loose... |
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Folic_Acid
join:2008-06-25
Falls Church, VA
| Well that's flatly wrong. I have nearly the same setup as Guy from NoVA, and I called Cox and complained both about the hiccups and my PCX2600. Do they just not keep records of such things, or do a certain number of people have to complain before the issue actually gets attention? |
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Guy from NoVA
@pacbell.net
| I realize that my post offered little in the way of solutions and more in the way of gripes, but at least Cox suggested one, albeit wooden, way in which in would formally acknowledge a problem. Since my post above, I have experienced four (4) outages...in less than 24h!!!
I have a stretch coming up this holiday week when it will be a little more convenient to simply hardwire my computer to the modem directly. Given the frequency of outages, I should not have to wait more than a few hours before I put Cox squarely to task. I'll update as things progress...hopefully for the good of everyone affected. |
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jfoj
join:2005-05-06
Mclean, VA
| Have not had time to follow this thread closely, however, 1 user I support, swapped his PCX2600 for an older version Linksys cable modem that was not on the Cox supported list (because he had it on hand sitting on the shelf) and his problem improved, however, not totally corrected.
He was a Cox customer who was caught up in the first DOCSIS upgrade that Cox did about 2 years ago and was without service for days until he went to the Cox facility with hundreds of others to swap out his modem. Since this PCX2600 was provided by Cox during the last batch of problems, he attempted to get it swapped out by Cox, which quickly told him too bad, they would not provide him a new modem, but he could purchase a replacement modem from Cox. So he quickly decided enough was enough and ordered FIOS, so his problem is now solved now that he has switched the ISP. Maybe not everyone's choice or option, but this is how he corrected the daily modem reset requirement.
From some of the problems I have seen, even with the Motorola's, the modems are busy cycling through the 4 or so return path channels trying to acquire sync with the CMTS. Even the newer Motorola's seemed to have issues when searching for the return channels and the web interface of the modem locks up. I am assuming that the modem CPU's cannot handle the constant channel searching and need to be rebooted in an attempt to reacquire the return channel.
Seems once the return channel can be acquired, there are no issues until for some reason the modem looses sync with the CMTS and goes through the channel acquisition again.
Just my hypothesis based on what I have been able to witness, maybe there is more to this, but I am still getting calls with the same type of problems all starting now about 3 months ago or so.
jfoj |
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CoxTOC1
join:2007-05-15
Newport News, VA | reply to Folic_Acid
Hasn't Buffalo been in some sort of litigation for a while now? I have not seen their stuff on any shelves for quite a while now. |
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CoxTOC1
join:2007-05-15
Newport News, VA | reply to Guy from NoVA
What happens if you only reboot one of the two? For example what happens if you just reboot the router. |
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Guy from NoVA
@cox.net
| Good question, CoxTOC1. I haven't tried that yet, but I will. (Newbie question: why?) I'd do a rain dance, too, if that would cure the problem. My next chance to try your suggestion should occur within a few hours... 
FWIW, all of my wireless devices have no problem communicating with my router during internet outages (media center, BBerry, 3 computers). For instance, I can access my router's configuration 'website' during such outages. Thus, I take your suggestion to hint at some possible interoperability issue between my PCX2600 modem and my Linksys router (both routers, now that I've replaced my old WRT54g with the new WRT160N).
I'll post next after I try your suggestion. |
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CoxTOC1
join:2007-05-15
Newport News, VA
| It more of a I wonder if it's the modem losing connectivity with the router or the router losing connectivity with the modem kind of question. It should help to pinpoint where the problem actually lies (And ideally we would need to test it both ways). |
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jfoj
join:2005-05-06
Mclean, VA
| Understand the issue with the modem to router connection, however, most if not all the networks I deal with have had nothing changed in over 6 months that I am aware of. No router, router firmware or modems changed.
As for the cable modems and/or DOCSIS network changes, I have no idea. But it seems rather unusual that the level of problems and similarities have popped up on the radar at about the same point in time. Some folks may actually have some hardware problems, but again from my vantage point too many similar issues all at about the same time.
Given the Toshiba's do not have a web interface (at least that I am aware of) it is difficult to determine the connectivity to the modem.
On a problem site with a Motorola modem, I could ping the modem IP address, however, I could not get the web interface to respond until I rebooted the modem. This site had intermittent problems for days, then when I was called, the site had intermittent connectivity for most of the day when I arrived. I could see via the modem log the return path just cycling through 4 return path channels. With log errors to include T3 timeouts. Seems to me the modems may get wrapped around the axle searching for the correct channel to communicate to the CMTS??
I installed a different modem on this site to see if the problem was with the modem and everything with the "known good modem" agreed with what the original was showing. Good downstream power levels, locked solid on downstream, however, upstream has hunting. Called into Cox support, they scheduled a truck roll as they claim there were no network problem. Left original modem installed, checked outside demarc for good connection, no moisture, good termination, tight connectors. Informed customer it was most likely a Cox network problem.
About 4 hours later after my visit, everything was working again. I cannot recall, however, the Motorola may not have required a reboot to finally connect to the network? I remoted into site, checked cable modem levels, downstream was as found earlier, upstream was locked and solid. Truck roll never happened as we were hit with really bad storms after that.
On Toshiba sites I had monitored, T3 time outs were typically in the logs. A few of these sites I connected a "known good" Motorola to verify signal levels and the signals at least at the time I checked were fine.
I agree that trying the router reset is worth an attempt, but from what I have seen, the problems are more likely with modems getting wrapped up and either not communicating with the CMTS via return path or the network port goes stupid because the modem has been chasing its tail.
Just my hypothesis.
jfoj |
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GuyfromNoVA
join:2008-07-02
Oakton, VA
| reply to CoxTOC1
CoxTOC1,
I just lost my connection (5:30 PM EDT). Same symptoms as always. Rebooted router ONLY, as you suggested. No internet connection, although I could access my router as usual. Rebooted router + modem --> regained internet connectivity.
So, it's not the router, eh?
Should I PM you my modem MAC addy for a look-see? Not sure what will help at this stage, as forum threads seem to evidence wide-spread angst over this specific issue here. |
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Folic_Acid
join:2008-06-25
Falls Church, VA
| reply to jfoj
It's the same for me - rebooting the router only does no good. Rebooting the modem only solves the problem. And rebooting both solves the problem. Like Guy, my devices can communicate with each other through the router despite the cable connection being unavailable. That leads me to believe it's solely a modem/cable problem. |
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jfoj
join:2005-05-06
Mclean, VA | Last 2 posters, please confirm/re-confirm what modem you are using?
jfoj |
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GuyfromNoVA
join:2008-07-02
Oakton, VA | jfoj,
I'm using the Toshiba PCX2600. |
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CoxNVAHSI
Premium
join:2007-07-12
Locust Grove, VA | Please PM me with MACs. The local and corporate DOCSIS engineers are digging and having this info will allow them to focus the effort.
Thanks |
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