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Elmlea

@cox.net

[NV] Random Drops; Help!

Hello all,

We're having some problems with our Cox service. Sometimes the internet will just randomly stop working. At the same time, we lose the dial tone on the phone service. We have Premier HSI at around 25Mbit/s.

When it goes, I try to check the modem's details but it just times our and won't allow me to access the status page. The only way to get it to reconnect is to yank out the power cord, pop the battery, and then replace; when it powers up again, everything is good.

During the downtime, the lights on the modem (it's a Cisco DOCSIS DPQ3212) remain on as per normal, with the orange LINK light flashing away.

It started happening so often we had a tech come out, and we had the modem replaced. It seemed rock solid for a couple of days, and now we're on to random disconnects again. Generally only once a day, but very frustrating nonetheless; not to mention dangerous, as our phones go out so we have no 911 access!!

I'm loathe to call Cox out again without asking for some advice, as I don't want them to just check the signals again, tell me everything is fine, and then possibly replace the modem. I'm sure I'm not the only one this has happened to, so surely there must be some way to fix it?

It's a Belkin router, but I don't think it's anything to do with it. The router happily allows network traffic, and just reports "not connected to the internet" and shows a host of failed WAN DHCP requests when I look at its status. I presume it must be the modem as it's the thing that's falling offline entirely, and I don't think there's anything the router can do to cause that?

Modem stats are:

Model: Cisco DPQ3212
Vendor: Cisco
Hardware Revision: 1.0
Serial Number: XXX
MAC Address:: XXX
Bootloader Revision: 2.3.0_R1
Current Software Revision: D3212-P15-5-v302r12901-111114a-COX
Firmware Name: D3212-P15-5-v302r12901-111114a-COX.bin
Firmware Build Time: Nov 14 2011 16:35:56
Cable Modem Status: Operational

Downstream Channels
Power Level Signal to Noise Ratio
Channel 1: -2.7 dBmv 38.8 dB
Channel 2: -2.8 dBmv 38.4 dB
Channel 3: -2.5 dBmv 38.8 dB
Channel 4: -3.0 dBmv 38.7 dB
Channel 5: -2.9 dBmv 39.0 dB
Channel 6: -3.2 dBmv 38.6 dB
Channel 7: -3.4 dBmv 38.2 dB
Channel 8: -3.8 dBmv 38.4 dB

Upstream Channels
Power Level
Channel 1: 41.2 dBmv
Channel 2: 0.0 dBmv
Channel 3: 0.0 dBmv
Channel 4: 0.0 dBmv

Here's hoping some forum experts can help. Thanks in advance!



Irish Shark
Play Like A Champion Today
Premium,MVM
join:2000-07-29
Las Vegas, NV
kudos:4

• What do the logs show?

• Have you pulled the router and tried it without it?
--
"You can observe a lot by watching". Yogi Berra



Elmlea

@cox.net

No, I've not tried without the router. Everything in the house is wireless! I could move one of the computers into the same room as the modem and try though. Trouble is, it's so random, I could find that there aren't any disconnects while I'm plugged in, and in the meantime there's no internet for anything else in the house.

Realistically, as the router's just routing traffic, is there anything it can do to randomly kick the modem offline?

The logs on the modem aren't accessible, I don't think. The router's security log said something along the lines of there being a WAN DHCP error, in that it couldn't get a DHCP reply from something at Cox.


bryant313

join:2011-05-24
Las Vegas, NV

if you hard wired the computer to the modem and powered off the modem and pull the battery and than insert the battery and power it back on and then go into the modem and view the logs you will have limited time to do it but it can be done



Elmlea

@cox.net

Ok, I've got the modem's error log copied below. Best I could manage before it reconnected and kicked me off...!




Irish Shark
Play Like A Champion Today
Premium,MVM
join:2000-07-29
Las Vegas, NV
kudos:4
reply to Elmlea

You are having upstream issues. You have sync errors and the MODEM is self-rebooting.

Have you called Cox again and told them of your issues? They can monitor your line and also run some tests to see where the upstream issue might be.

Could be a MODEM or something at the CMTS or something in between.

It is not going to self-heal.
--
"You can observe a lot by watching". Yogi Berra



Elmlea

@cox.net

Haven't rung Cox back as I assumed I'd get another tech out, another "your levels all look fine," and perhaps another new modem out of it.

What is it you're seeing in the log that points to upstream errors? I'd like to be able to ring them and have some facts to hand.

Also, why don't the techs who come out actually just look at the logs? That would have saved a lot of bother.



Irish Shark
Play Like A Champion Today
Premium,MVM
join:2000-07-29
Las Vegas, NV
kudos:4

1 edit

Look at the critical errors. They are sync error and spontaneous MODEM self-rebooting errors.

This usually indicates an Upstream issue (usually noise); and it could be caused by the things I posted above.

EDIT: rf disconnect qam lost.
I missed that one. That is usually a DS issue associated with your node. It could be an issue or just an artifact of you other issues.

--
"You can observe a lot by watching". Yogi Berra



CoxVegas

join:2011-07-25
Las Vegas, NV
kudos:10
reply to Elmlea

Elmlea,

Register for an account and PM me your MAC address, and I'll take a look to see what we can figure out.


Elmlea

join:2012-06-05
Las Vegas, NV

Thanks very much; PM on its way!



CoxVegas

join:2011-07-25
Las Vegas, NV
kudos:10

Got your PM, things look OK now, and your modem was power cycled on the 30th, so there's nothing in its logs since then. Your levels look good, and general node health is good and has been for a while.

I've added you to our more frequent status polling, but haven't seen anything weird in the past couple hours. Next time you have an issue, if you could note the exact time and let me know, I'll go back and take a look.



CoxVegas

join:2011-07-25
Las Vegas, NV
kudos:10
reply to Elmlea

So its been a couple weeks, and I just looked at your modem again and nothing is immediately jumping out at me - have you seen the problem again?



Suniojii

join:2009-10-31
Lakeside, CA
reply to Elmlea

I have this exact same problem. Cox is sending a supervisor out on thursday. I have had tons of techs over with no resolution. The phone modem and internet modem just randomly reset themselves. The DVR works, but it gets a little digital showing tiles. The tech yesterday stated that i have good service coming into the house, but he just told me to monitor the times it goes down and keep a log. I'm not sure how a log of times it goes down will help though.


phipsi

join:2007-03-10
North Las Vegas, NV
reply to Elmlea

Same issues here. Everything worked fine for a few months. I was away 60 days and came home to constant disconnects during heavy downloads (whether torrents, video streaming, normal file downloads, etc). The local network doesn't disconnect. I have a SBV5222, which I have rebooted. I have a few MOCA devices and have yet to install a point of entry filter (should be here Tuesday). The "DCC depart old" and "DCC arrive new" are consistent all day long.

A snippet of the logs during the disconnects is below. Any ideas. Should I have started another topic? Thanks for everything.

Model Name: SBV5222
Firmware Version: 22.0.31-SCM-03
Vendor Name: Motorola
MTA Firmware name: SBV5222-22.0.31-SCM-03-SHPC
Boot Version: 8.4.5
Hardware Version: 1
BCMA Software Version: 00.00
MIB Version: II
GUI Version: 1.0
VxWorks Version: 5.4
Serial Number: 172162828411451508030001
Firmware Build Time: Jan 31 2012 15:26:38

2012-06-24 19:07:05 7-Information C203.0 DCC arrive new
2012-06-24 19:07:05 7-Information C202.0 DCC depart old
2012-06-24 19:00:16 7-Information B605.10 Map Reject - Downstream Traffic Flow Not Mapped to BPI+ SAID
2012-06-24 19:00:16 7-Information B601.0 SA Map State Machine Started
2012-06-24 18:58:43 7-Information B401.0 Authorized
2012-06-24 18:58:43 6-Notice I401.0 TLV-11 - unrecognized OID
2012-06-24 18:58:41 5-Warning C04.1 rgstToD request sent - Response received
2012-06-24 18:58:22 3-Critical U02.0 UCD invalid or channel unusable
2012-06-24 18:58:16 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel
2012-06-24 18:58:16 3-Critical R04.0 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance
opportunities received - T4 timeout
2012-06-24 18:57:46 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:45 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:42 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:40 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:38 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:37 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:36 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:35 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:33 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:32 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:31 4-Error C401.0 DCC-ACK not received
2012-06-24 18:57:31 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:57:30 7-Information C203.0 DCC arrive new
2012-06-24 18:57:30 7-Information C203.0 DCC arrive new
2012-06-24 18:57:30 7-Information C203.0 DCC arrive new
2012-06-24 18:57:30 7-Information C203.0 DCC arrive new
2012-06-24 18:57:29 7-Information C202.0 DCC depart old
2012-06-24 18:53:57 7-Information C203.0 DCC arrive new
2012-06-24 18:53:57 7-Information C202.0 DCC depart old
2012-06-24 18:50:56 7-Information C203.0 DCC arrive new
2012-06-24 18:50:56 7-Information C202.0 DCC depart old
2012-06-24 18:43:51 7-Information C203.0 DCC arrive new
2012-06-24 18:43:51 7-Information C202.0 DCC depart old
2012-06-24 18:41:30 7-Information B605.10 Map Reject - Downstream Traffic Flow Not Mapped to BPI+ SAID
2012-06-24 18:41:30 7-Information B601.0 SA Map State Machine Started
2012-06-24 18:41:21 4-Error C401.0 DCC-ACK not received
2012-06-24 18:41:21 7-Information C203.0 DCC arrive new
2012-06-24 18:41:21 7-Information C203.0 DCC arrive new
2012-06-24 18:41:20 7-Information C203.0 DCC arrive new
2012-06-24 18:41:20 7-Information C203.0 DCC arrive new
2012-06-24 18:41:20 7-Information C202.0 DCC depart old
2012-06-24 18:40:05 7-Information B401.0 Authorized
2012-06-24 18:40:05 6-Notice I401.0 TLV-11 - unrecognized OID
2012-06-24 18:40:03 5-Warning C04.1 rgstToD request sent - Response received
2012-06-24 18:39:48 3-Critical U02.0 UCD invalid or channel unusable
2012-06-24 18:39:35 3-Critical C206.0 DCC aborted unable to communicate on new upstream channel
2012-06-24 18:39:35 3-Critical R04.0 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
2012-06-24 18:39:05 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:39:04 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:39:01 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:38:59 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:38:57 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:38:56 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:38:55 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:38:54 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:38:52 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:38:51 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:38:50 4-Error C401.0 DCC-ACK not received
2012-06-24 18:38:50 3-Critical R02.0 No Ranging Response received - T3 time-out
2012-06-24 18:38:50 7-Information C203.0 DCC arrive new
2012-06-24 18:38:49 7-Information C203.0 DCC arrive new
2012-06-24 18:38:49 7-Information C203.0 DCC arrive new
2012-06-24 18:38:49 7-Information C203.0 DCC arrive new
2012-06-24 18:38:49 7-Information C202.0 DCC depart old



ElmleaLV

@cox.net
reply to CoxVegas

Almost disappointingly, I haven't had it again, CoxVegas! Looks like it's all running ok. Did you see anything obvious, or any potential issues?



CoxVegas

join:2011-07-25
Las Vegas, NV
kudos:10

Nope, didn't see anything, either active or in the log. We left your modem on our more detailed monitoring for a couple weeks and it didn't see anything either.



Suniojii

join:2009-10-31
Lakeside, CA
reply to Suniojii

said by Suniojii:

I have this exact same problem. Cox is sending a supervisor out on thursday. I have had tons of techs over with no resolution. The phone modem and internet modem just randomly reset themselves. The DVR works, but it gets a little digital showing tiles. The tech yesterday stated that i have good service coming into the house, but he just told me to monitor the times it goes down and keep a log. I'm not sure how a log of times it goes down will help though.

I am on day 9 of not having Internet + Phone during the daytime. They sent a Level 6 Cox tech out on Thursday instead of a Supervisor. He replaced about 10 ft of cable from the splitter into my modem and gave me some new fancy Cisco DPQ3212 modem which I suppose is an upgrade from my old Motorola Surfboard modem. Also, they installed a smokeping on my line to monitor the problem. I still havent had a call back on what resolution Cox has come up with.

So, I called Cox on Sunday to make sure my problems were being documented, and they weren't of course, so I spent an hour making sure all my problems were properly annotated.

I called Cox again today, and the receptionist said she is sending another Tech over tomorrow, yay?, and notifying Maintenance of the problem. I guess notifying Maintenance is the next level of problem resolution.

Anyway, I will update if any resolution is reached.


CoxVegas

join:2011-07-25
Las Vegas, NV
kudos:10

Suniojii, just as a note, you're posting this in the Nevada section of the Cox forums, but your location says Lakeside, CA - are you in California or Nevada? If you're in CA, the CA Cox guys probably won't be seeing this.



Suniojii

join:2009-10-31
Lakeside, CA

said by CoxVegas:

Suniojii, just as a note, you're posting this in the Nevada section of the Cox forums, but your location says Lakeside, CA - are you in California or Nevada? If you're in CA, the CA Cox guys probably won't be seeing this.

Yea, i posted here because this was the exact same problem that I was having.

Anyway, another tech came out today and did the usual check this check that routine. He went up on the tap, pulled out the drop, reconnected it, and now it works fine. Seriously???? GJ COX!!! He is the 7th tech to come to my house and that is all that it takes to fix the problem?? He stated that they are supposed to leave tags on the tap if they go up there, and he saw no other tags from all the other visits i received. Apparently lazy techs cant fix problems, go figure?