tbarrick
join:2002-01-23
Phoenix, AZ
|  [AZ] Outages related to temperature in the Phoenix area
All summer long I have been putting up with intermittent outages. Especially when the temperature starts to climb. Multiple calls to tech support have, for the most part been completely worthless. Internet service goes out for minutes to hours but magically starts working soon after a tech support call. I am not sure if this is merely coincidence, or if something gets reset from the office. The "fix" rarely lasts for more than a few hours however.
Upon the suggestion of a tech support person I purchased a new Cable Modem. The docis 3.0 modem has been installed, configured and registered with Cox. The SB6120 is screaming fast - - - when it can find the COX network - - - and the temps are below 100 or so. Furthermore trying to get any tech support person to listen to the notion that this is a heat related issue appears to be laughable from their point of view.
I have read several posts that seem to relate to the same issue as mine. Most refer to splitters, heat resistance, nodes and so on - - but there has been no concrete resolution to the issue posted.
Are there any COX tech personnel on here that can help me? I would be more than happy to work with you to try to determine what the issue is - - but due to it's intermittent nature there is hardly anyway for me to wade through the prompts to reach a knowledgeable tech person before the issue rectifies itself for a while ( no it does not fix itself - it just goes into hiding )
Any and all help would appreciated! |
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Fubar
join:2001-02-20
Phoenix, AZ | What are your current signal levels from »192.168.100.1 |
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tubbynet
reminds me of the danse russe
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join:2008-01-16
Chandler, AZ
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| reply to tbarrick
said by tbarrick  :I have read several posts that seem to relate to the same issue as mine. Most refer to splitters, heat resistance, nodes and so on - - but there has been no concrete resolution to the issue posted. because there is no single answer that solves these issues. generally, it is because of a poorly terminated cable or some issue with the plant, either within the premise or between the demarcation point (the cox nid) and your tap/ped (depending on how the cable enters your residence). when the temperature rises, thermal expansion of the cable and its fittings allows for things such as ingress noise and most plant is thermally dependent such that a rise in temperature of the cable changes the loss tangent of the dielectric within the cable - further marginalizing any borderline signal present.
following Fubar 's post, you should post signal levels that you are seeing, especially as you are seeing loss of connection or slow speeds. i believe there is a morotola modem logger on this forum, but i will have to dig it up and i'm not sure if it works for the d3 sb6120.
additionally, if you could look at/post your logs from your modem so that we can see if there is any communication issues between your modem and the cmts that are manifesting in the logfile.
realistically, you are going to have to be diligent and this will most likely require a truck roll. in the interim, can you isolate the modem on its own home run (removing any splitters/cables that aren't necessary) and make sure that you are coming out of the wall with a "good" cable (the ones made by cox techs during installation work very well). a good cable will have properly terminated compression fittings and the cable should be of higher quality with no kinks or sharp bends in the cable; these bends push the dielectric closer to the conductor and screw up the transmission characteristics of the line).
let us know what you find.
q.
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"...if I in my north room dance naked, grotesquely before my mirror waving my shirt round my head and singing softly to myself..." |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| reply to tbarrick
said by tbarrick : All summer long I have been putting up with intermittent outages. Especially when the temperature starts to climb. Multiple calls to tech support have, for the most part been completely worthless. Internet service goes out for minutes to hours but magically starts working soon after a tech support call. I am not sure if this is merely coincidence, or if something gets reset from the office. The "fix" rarely lasts for more than a few hours however. Upon the suggestion of a tech support person I purchased a new Cable Modem. The docis 3.0 modem has been installed, configured and registered with Cox. The SB6120 is screaming fast - - - when it can find the COX network - - - and the temps are below 100 or so. Furthermore trying to get any tech support person to listen to the notion that this is a heat related issue appears to be laughable from their point of view. I have read several posts that seem to relate to the same issue as mine. Most refer to splitters, heat resistance, nodes and so on - - but there has been no concrete resolution to the issue posted. Are there any COX tech personnel on here that can help me? I would be more than happy to work with you to try to determine what the issue is - - but due to it's intermittent nature there is hardly anyway for me to wade through the prompts to reach a knowledgeable tech person before the issue rectifies itself for a while ( no it does not fix itself - it just goes into hiding ) Any and all help would appreciated! Let me take a wild guess: your downstream frequency is 579000000 Hz
--
When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee |
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tubbynet
reminds me of the danse russe
Premium
join:2008-01-16
Chandler, AZ
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| said by dvd536 :Let me take a wild guess: your downstream frequency is 579000000 Hz oh, jeezus!
q. |
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m8trix
join:2003-12-24
Phoenix, AZ
1 edit | reply to tbarrick
yes please stop saying 579000000 Hz is the cause of all problems i have spent the better part of 3 years at that frequency and no issue,if anything i have had better performance at 579 then i do at 573 or 843 |
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tbarrick
join:2002-01-23
Phoenix, AZ
| reply to tubbynet
Currently the system is up but the outside temp is currently 95. By about 2 p.m. there will be an outage I'd bet.
Here are the current Modem stats:
Downstream Bonding Channel Value
Channel ID 55
Frequency 573000000 Hz
Signal to Noise Ratio 36 dB
Downstream Modulation QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-7 dBmV
Upstream Bonding Channel Value
Channel ID 2
Frequency 37800000 Hz
Ranging Service ID 5873
Symbol Rate 2.560 Msym/sec
Power Level 58 dBmV
Upstream Modulation [3] QPSK
[2] 16QAM
Ranging Status Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 55
Total Unerrored Codewords 2299930008
Total Correctable Codewords 115
Total Uncorrectable Codewords 2567 |
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tubbynet
reminds me of the danse russe
Premium
join:2008-01-16
Chandler, AZ
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| said by tbarrick :Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading -7 dBmV Power Level 58 dBmV your signal levels are already marginal. your upstream is *way* out of spec and your downstream is heading that way.
have you checked all inside cables for tightness/corrosion? have you ensured that all unnecessary splitters have been removed? is your cable in good condition (any nicks, splices)?
if so, you're going to need a truck roll to correct some of the marginal signal issues. i'm willing to bet that getting your levels back in spec will help greatly!
q.
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"...if I in my north room dance naked, grotesquely before my mirror waving my shirt round my head and singing softly to myself..." |
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tubbynet
reminds me of the danse russe
Premium
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Chandler, AZ
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1 edit | reply to dvd536
said by dvd536 :Let me take a wild guess: your downstream frequency is 579000000 Hz *WRONG*
said by tbarrick :Downstream Bonding Channel Value Channel ID 55 Frequency 573000000 Hz
q.
[edited to make my wrong appear stronger]
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"...if I in my north room dance naked, grotesquely before my mirror waving my shirt round my head and singing softly to myself..." |
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threegsus
No gods, no masters
Premium
join:2001-02-27
Tempe, AZ
| reply to tbarrick
said by tbarrick :Currently the system is up but the outside temp is currently 95. By about 2 p.m. there will be an outage I'd bet. Here are the current Modem stats: Upstream Bonding Channel Value Channel ID 2 Frequency 37800000 Hz Ranging Service ID 5873 Symbol Rate 2.560 Msym/sec Power Level 58 dBmV My understanding is that value should never be higher than 52 dBmV. Check out CoxTOC1's pending comment to this FAQ:
»Cox HSI Forum FAQ »What should my modem signal levels be?
He's a very sharp Cox tech authorized to support this forum. You need to make a support call and get a truck roll. There was probably nothing wrong with your old modem; the comment indicates that's due to a poor path upstream of the modem. If you don't already have it, you might consider getting the Cox Service Assurance Plan at $5/month at least until you get this resolved.
Good Luck |
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tbarrick
join:2002-01-23
Phoenix, AZ
| Well the tech just left and removed an old filter in the attic. and the signals look much better but not perfect.
I just hope that the connection stays up today after his tinkering with stuff. If so I'll be happy  I'll you posted.
New signal readings:
Channel ID 55
Frequency 573000000 Hz
Signal to Noise Ratio 36 dB
Downstream Modulation QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-6 dBmV
Upstream Bonding Channel Value
Channel ID 2
Frequency 37800000 Hz
Ranging Service ID 5873
Symbol Rate 2.560 Msym/sec
Power Level 49 dBmV
Upstream Modulation [3] QPSK
[2] 16QAM
Ranging Status Success
Signal Stats (Codewords) Bonding Channel Value
Channel ID 55
Total Unerrored Codewords 61627816
Total Correctable Codewords 14
Total Uncorrectable Codewords 1511 |
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tubbynet
reminds me of the danse russe
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join:2008-01-16
Chandler, AZ
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| still not *great* levels, but they will suffice if everything works correctly. the only issue is that next summer, i can almost bet on you having to have a truck rolled to fix the same issue.
if it works for you and your connection is stable, then more power to you, however, i'd be watching my signal levels closely as well.
q.
--
"...if I in my north room dance naked, grotesquely before my mirror waving my shirt round my head and singing softly to myself..." |
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tbarrick
join:2002-01-23
Phoenix, AZ
| Well I got all excited over nothing. Levels are creeping up as the temp climbs.
New reading at 2:30p....
Channel ID 55
Frequency 573000000 Hz
Signal to Noise Ratio 36 dB
Downstream Modulation QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
-7 dBmV
Upstream Bonding Channel Value
Channel ID 2
Frequency 37800000 Hz
Ranging Service ID 5873
Symbol Rate 2.560 Msym/sec
Power Level 52 dBmV |
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tubbynet
reminds me of the danse russe
Premium
join:2008-01-16
Chandler, AZ
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| said by tbarrick :Well I got all excited over nothing. Levels are creeping up as the temp climbs. if the tech cannot find anything wrong with you inside plant, then you're going to need your levels adjusted at the tap/ped.
have you followed my instructions in this post (»Re: [AZ] Outages related to temperature in the Phoenix area) and made sure that all of your inside plant is in good shape?
q.
--
"...if I in my north room dance naked, grotesquely before my mirror waving my shirt round my head and singing softly to myself..." |
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tbarrick
join:2002-01-23
Phoenix, AZ
| said by tubbynet :said by tbarrick :Well I got all excited over nothing. Levels are creeping up as the temp climbs. if the tech cannot find anything wrong with you inside plant, then you're going to need your levels adjusted at the tap/ped. have you followed my instructions in this post (» Re: [AZ] Outages related to temperature in the Phoenix area) and made sure that all of your inside plant is in good shape? q. Yup - - had the tech come out this morning and at the time ha determined that everything inside was fine. |
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jsmiddleton4
join:2003-11-13
Glendale, AZ | reply to tbarrick
There as never been anything wrong inside my house from the box on my wall into my home/modem. |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| reply to tubbynet
said by tubbynet :said by dvd536 :Let me take a wild guess: your downstream frequency is 579000000 Hz *WRONG*said by tbarrick :Downstream Bonding Channel Value Channel ID 55 Frequency 573000000 Hz q. [edited to make my wrong appear stronger] Does that make you feel better little man?
--
When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee |
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tubbynet
reminds me of the danse russe
Premium
join:2008-01-16
Chandler, AZ
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| said by dvd536 :Does that make you feel better little man? a little.
it would make me feel better if you would stop insisting that all problems are related to the frequency a user is on. you have issues with 579mhz at your location. thats fine. not everyone does. i've tried to explain this to you, but for whatever reason, you choose not to listen.
as such, as petty as it seems, whenever this chance arises, i'm going to let it be known...
call me petty, but i hate it when the wrong information is spread and people start to believe it, rather than looking for the *real* cause.
q.
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"...if I in my north room dance naked, grotesquely before my mirror waving my shirt round my head and singing softly to myself..." |
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Fubar
join:2001-02-20
Phoenix, AZ
| said by tubbynet :said by dvd536 :Does that make you feel better little man? a little. it would make me feel better if you would stop insisting that all problems are related to the frequency a user is on. you have issues with 579mhz at your location. thats fine. not everyone does. i've tried to explain this to you, but for whatever reason, you choose not to listen. as such, as petty as it seems, whenever this chance arises, i'm going to let it be known... call me petty, but i hate it when the wrong information is spread and people start to believe it, rather than looking for the *real* cause. q. Well Said! |
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tbarrick
join:2002-01-23
Phoenix, AZ
| Well a cable guy came out yesterday and changed all of the fittings and ran a new cable to my modem. I was hopeful that this would fix the trouble even though the cable guy told me flat out that he would be surprised if it did. Turns out he was right.
Just after he left I put an up-time monitor my laptop and just let it run (still is). Looks like I have have had at least 4 outages over the last 24 hrs. One of the outages lasted for nearly 8 hours over night.
Once again I am going to call and walk through the hoops. I did however get a name of a person to ask for this time. Maybe he can help.... More to come |
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