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tmcclintic

join:2012-07-27
Sahuarita, AZ

[AZ] Constant issues and restarts on 3.0 gateway

Hello,

Here is the history on my issue that has gotten only worse over time.

I orginally had random disconnects. They seemed to happen at night and would sometimes restart my modem.

First tech came and said most of the levels are fine but they did tighten down some things and I should be okay.

Issues still occured

Second tech came out and said that my modem was bad. Offered lease 3.0 modem. I accepted since I just wanted the issues resolved.

Issues did not improve.

Third tech came out, great guy very helpful. He redid all my connections removed a splitter and said that the levels look much better.

Issues got worse, now my modem is going off and not coming back. It would show connected but would not work until I power cycle it.

Fourth tech came out and replced the cable from the pedestal to my house.

Issues are the same as before he came.

Techs have told me that there are upgrades going on and I have read of issues with Docsis 3.0 that are similar. It seems to me that the modem is the problem or something on Cox end.

My modem restarts every hour almost on the hour, it ranges about 1 minute. It also has varying signal levels (which I assume are okay and hope are within range)

Here is my log:

 Fri Jul 27 17:13:27 2012    Warning (5)   Admin login authentication fail  
 Fri Jul 27 17:13:27 2012    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=20:4e:7f:c9:98:48;CMTS-MAC=00:1e:be:ff:1f:89;CM-QOS=1.1;CM-VER=3.0;  
 Fri Jul 27 17:13:27 2012    Warning (5)   Admin login authentication fail  
 Fri Jul 27 17:12:29 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 16:13:29 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 15:12:20 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 14:12:53 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 13:11:58 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 12:13:43 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 11:12:18 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 10:13:42 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 09:12:13 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 07:12:04 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 06:13:07 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 04:13:04 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 03:11:56 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 02:14:01 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 01:12:07 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Fri Jul 27 00:14:00 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Thu Jul 26 23:12:26 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Thu Jul 26 22:13:29 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Thu Jul 26 21:11:55 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Thu Jul 26 20:13:17 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Thu Jul 26 19:12:07 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Thu Jul 26 18:13:32 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Thu Jul 26 17:11:50 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Thu Jul 26 16:13:22 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 Thu Jul 26 15:39:13 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:4e:7f:c9:98:48;CMTS-MAC=00:1e:be:ff:1f:89;CM-QOS=1.1;CM-VER=3.0;  
 Thu Jul 26 15:39:08 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:4e:7f:c9:98:48;CMTS-MAC=00:1e:be:ff:1f:89;CM-QOS=1.1;CM-VER=3.0;  
 Thu Jul 26 15:34:12 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=20:4e:7f:c9:98:48;CMTS-MAC=00:1e:be:ff:1f:89;CM-QOS=1.1;CM-VER=3.0;  
 Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC=20:4e:7f:c9:98:48;CMTS-MAC=00:1e:be:ff:1f:89;CM-QOS=1.0;CM-VER=3.0;  
 Time Not Established   Warning (5)   Admin login authentication fail  
 

Here are my stats:
Startup Procedure 
Procedure Status Comment 
Acquire Downstream Channel 855000000 Hz Locked 
Connectivity State OK Operational 
Boot State OK Operational 
Configuration File OK   
Security Enabled BPI+ 
 
 
--------------------------------------------------------------------------------
 
Downstream Bonded Channels 
Lock Status Modulation Channel ID Symbol rate Frequency Power SNR Docsis/EuroDocsis locked 
Locked QAM256 8 5360 Ksym/sec 855000000 Hz 4.0 dBmV 41.1 dB Docsis 
Locked QAM256 5 5360 Ksym/sec 837000000 Hz 4.0 dBmV 41.2 dB Docsis 
Locked QAM256 6 5360 Ksym/sec 843000000 Hz 3.9 dBmV 41.6 dB Docsis 
Locked QAM256 7 5360 Ksym/sec 849000000 Hz 4.2 dBmV 41.0 dB Docsis 
Locked QAM256 9 5360 Ksym/sec 861000000 Hz 4.7 dBmV 41.0 dB Docsis 
Locked QAM256 10 5360 Ksym/sec 867000000 Hz 5.0 dBmV 41.9 dB Docsis 
Locked QAM256 11 5360 Ksym/sec 873000000 Hz 5.0 dBmV 41.7 dB Docsis 
Locked QAM256 12 5360 Ksym/sec 879000000 Hz 4.9 dBmV 41.2 dB Docsis 
 
 
--------------------------------------------------------------------------------
 
Upstream Bonded Channels 
Lock Status Modulation Channel ID Symbol rate Frequency Power 
Locked ATDMA 3 5120 Ksym/sec 36100000 Hz 51.0 dBmV 
Locked Unknown 1 5120 Ksym/sec 23300000 Hz 51.0 dBmV 
Locked ATDMA 2 5120 Ksym/sec 29600000 Hz 51.0 dBmV 
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 
 
 
--------------------------------------------------------------------------------
 
Current System Time:Fri Jul 27 17:28:57 2012  
 

If my issue is firmware I'm willing to test. I really don't care I'm just dieing here. My family is complaining and we are wishing now that we had an alternative. At this point I may just go with a satellite which I really don't want to just to have a more stable connection.

Please help if you can, thanks!

tmcclintic

join:2012-07-27
Sahuarita, AZ

Oh and this is a Netgear Residential Gateway CG3000D-RG


lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Reviews:
·Cox HSI

said by tmcclintic:

Oh and this is a Netgear Residential Gateway CG3000D-RG

Please read this thread, as it seems this unit is having trouble on cox's network, and is unknown on a fix at this time.
»[NE] Flaky Connections

tmcclintic

join:2012-07-27
Sahuarita, AZ

Well that thread is depressing. I now have high packet loss and contant issues PLUS the hourly resets.

Long story short from Cox is, yes it's broken, we don't know how to fix it, we aren't sure what is it, and we have no idea when it will work well again.

Very reassuring. Time to shop around...


lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Reviews:
·Cox HSI

said by tmcclintic:

Well that thread is depressing. I now have high packet loss and contant issues PLUS the hourly resets.

Long story short from Cox is, yes it's broken, we don't know how to fix it, we aren't sure what is it, and we have no idea when it will work well again.

Very reassuring. Time to shop around...

Did you get this unit from cox? if so how recently? I suggest if you replace this modem gateway, get a stand alone modem. Buy a stand alone router if needed. Modem/router combo's are just not ideal, and a lot harder to troubleshoot. Best to keep modem, and router as stand alone units. Your local cox store should carry either a D3 Cisco DPC3010, or Motorola SB6180. If you got that modem recently from a cox store, take it back, and ask them to exchange for a D3 modem. As the unit is not working properly on the cox network.

tmcclintic

join:2012-07-27
Sahuarita, AZ

Thanks, I will do that.


lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Reviews:
·Cox HSI

said by tmcclintic:

Thanks, I will do that.

No problem I hope you can enjoy your internet once you replace that unit. I just remember readng that other thread earlier this week, and seen you had same unit. Which cox is clueless as what the problem is, reason I suggest a stand alone D3 modem, which your local cox store should carry.

Hoss
Sauters A Walrus

join:2000-10-05
Tulsa, OK

I have just heard too many horror stories about the combo modem/routers on not just Cox networks but other. It's a non-issue for me since I have phone with them (so I have the DPQ3212 EMTA) and it has worked flawlessly since I got it back in March.


lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Reviews:
·Cox HSI

said by Hoss:

I have just heard too many horror stories about the combo modem/routers on not just Cox networks but other. It's a non-issue for me since I have phone with them (so I have the DPQ3212 EMTA) and it has worked flawlessly since I got it back in March.

Yeah the D3 eMTA's cox use seem to run very good. But I am sure cox puts it threw a lot of testing being its what provides there home phone service. Still the Modem/Router combo there is to much to factor in, and also who wants the ISP to control firmware updates for your router? I rather have my own router, in which I can choose the firmware it runs, and change it when, and if needed.


odog
Cable Centric Vendor Biased
Premium,VIP
join:2001-08-05
Atlanta, GA
kudos:13
reply to tmcclintic

try a reset to defaults, and make sure you leave the gateway pingable.


mumixam

join:2004-08-10

1 edit

said by odog:

try a reset to defaults, and make sure you leave the gateway pingable.

after enabling respond to ping on wan port my modem now has 10hours uptime. thanks!

edit: 18hours uptime now

tmcclintic

join:2012-07-27
Sahuarita, AZ
reply to tmcclintic

Good idea on the pingability.

However, I traded it in for the Cisco modem. No issues now.


lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Reviews:
·Cox HSI

said by tmcclintic:

Good idea on the pingability.

However, I traded it in for the Cisco modem. No issues now.

Yeah making the modem/router pingable, just shows there is indeed an issue with the firmware, that seems to be related to the router side of things. I think you made a good choice on going ahead, and getting a stand alone cisco modem. No telling how long before cox will have a firmware update ready for that modem gateway.

tmcclintic

join:2012-07-27
Sahuarita, AZ
reply to tmcclintic

Well sadly the modem is not performing that well now.

Getting roughly 10% packet loss. No hourly disconnects but this 10% is rough when trying to stay online and do stuff.

Here are the stats off the modem:
Power Level Signal to Noise Ratio
Channel 1: 0.5 dBmv 39.9 dB
Channel 2: 0.7 dBmv 39.6 dB
Channel 3: 0.7 dBmv 39.8 dB
Channel 4: 0.7 dBmv 39.9 dB
Channel 5: 1.2 dBmv 40.4 dB
Channel 6: 1.2 dBmv 39.2 dB
Channel 7: 1.2 dBmv 39.2 dB
Channel 8: 0.7 dBmv 39.3 dB

--------------------------------------------------------------------------------

Upstream Channels
Power Level
Channel 1: 51.0 dBmv
Channel 2: 51.0 dBmv
Channel 3: 51.0 dBmv
Channel 4: 0.0 dBmv

Not very impressed with the access Cisco gives you. I happen to do network support using stictly Cisco devices and am very used to work on the CLI. I'm sure since this is their residential product it's totally different. No telnet, ssh, cisco/Cisco doesn't work, etc....

Anyone notice if these levels are acceptable? Any suggestions? Any Cox technicians have the ability to assist with this, I'm stuck with Cox for now since the only other provider is satellite but I'm about to go there...

tmcclintic

join:2012-07-27
Sahuarita, AZ
reply to tmcclintic

Did a power reset, odd with the battery lol. Here are the new levels:

Downstream Channels
Power Level Signal to Noise Ratio
Channel 1: 3.0 dBmv 39.9 dB
Channel 2: 3.0 dBmv 40.4 dB
Channel 3: 3.1 dBmv 39.7 dB
Channel 4: 3.1 dBmv 39.9 dB
Channel 5: 3.6 dBmv 40.4 dB
Channel 6: 3.6 dBmv 39.6 dB
Channel 7: 3.5 dBmv 39.1 dB
Channel 8: 3.2 dBmv 39.5 dB

--------------------------------------------------------------------------------

Upstream Channels
Power Level
Channel 1: 51.0 dBmv
Channel 2: 51.0 dBmv
Channel 3: 51.0 dBmv
Channel 4: 0.0 dBmv

Still dropping packets.

lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Reviews:
·Cox HSI
reply to tmcclintic

Well your upstream power level is on the high side at 51db, and could cause your modem to drop offline. The upstream power level only goes up the hotter it is outside. So only thing I could simply suggest, is lowering the upstream power level. Which to do that getting rid of any unneeded splitters will help drop the upstream power level. Also once the cox line from the street reaches your place, its best to have it connect to a two way splitter. With one port going to your modem, and the second port going to another splitter if you have multiple tv's. You can always setup a tech visit, as your upstream power level needs to be lowered. Since at the hottest point of the day your power level is probably around 53db, which is pushing max, and can easily cause modem to lose sync, and reboot.


tmcclintic

join:2012-07-27
Sahuarita, AZ

Well I've had a ton of techs out and they all say it's not the levels. They have reran everything and still no dice.

I don't have TV service due to the poor quality of that already, went with DirecTV


lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Reviews:
·Cox HSI

said by tmcclintic:

Well I've had a ton of techs out and they all say it's not the levels. They have reran everything and still no dice.

I don't have TV service due to the poor quality of that already, went with DirecTV

Well all I can suggest at this point, is start running traceroutes, and finding out where your packet loss is occuring.


odog
Cable Centric Vendor Biased
Premium,VIP
join:2001-08-05
Atlanta, GA
kudos:13
Reviews:
·Comcast
reply to tmcclintic

said by tmcclintic:

Did a power reset, odd with the battery lol. Here are the new levels:

Downstream Channels
Power Level Signal to Noise Ratio
Channel 1: 3.0 dBmv 39.9 dB
Channel 2: 3.0 dBmv 40.4 dB
Channel 3: 3.1 dBmv 39.7 dB
Channel 4: 3.1 dBmv 39.9 dB
Channel 5: 3.6 dBmv 40.4 dB
Channel 6: 3.6 dBmv 39.6 dB
Channel 7: 3.5 dBmv 39.1 dB
Channel 8: 3.2 dBmv 39.5 dB

--------------------------------------------------------------------------------

Upstream Channels
Power Level
Channel 1: 51.0 dBmv
Channel 2: 51.0 dBmv
Channel 3: 51.0 dBmv
Channel 4: 0.0 dBmv

Still dropping packets.

Your upstream is still in bad shape, PM your new modem MAC.

tmcclintic

join:2012-07-27
Sahuarita, AZ
reply to tmcclintic

Well, I'm still having issues

One of the Cox techs told me there were updates in my area and they are resolving the network issues. However, it's been a couple of weeks and still having constant packet loss off and on.

Can anyone verify if there are upgrades occuring and when they may be complete to fix this mess of a connection?

Power Level: Signal to Noise Ratio:
Channel 1: 3.7 dBmV 40.3 dB
Channel 2: 3.2 dBmV 40.0 dB
Channel 3: 3.3 dBmV 40.0 dB
Channel 4: 3.6 dBmV 39.9 dB
Channel 5: 4.2 dBmV 40.2 dB
Channel 6: 4.2 dBmV 39.6 dB
Channel 7: 4.3 dBmV 39.4 dB
Channel 8: 4.1 dBmV 39.4 dB

Power Level:
Channel 1: 49.0 dBmV
Channel 2: 47.7 dBmV
Channel 3: 48.7 dBmV
Channel 4: 0.0 dBmV

Packet loss is occuring on my first hop out past my router, pings to the modem stay up except for the odd time when the modem restarts (happens but less often now)


tmcclintic

join:2012-07-27
Sahuarita, AZ

I've never had my service this bad for this long. I'm losing a lot respect for Cox cable.

Interesting though, I now get destination host unreachable to 192.168.100.1. Which I assume is the modem IP since the status page is super dumbed down. I do not lose pings to my router and this just randomly appears.

Also, I can go hours without issues and then suddenly plagued with them for 1-2 hours.

Very frustrating!



DDR329

@cox.net

Just read through all the posts and saw you do not have video service with Cox and your power level is around 51 normally?

Is your modem line direct from the demarcation point or is it running through the same line as the dish signal with diplexers?

There should be no reason why your power level is that high if the line is direct unless it is either high coming to you (Cox problem), splitters are in the way (remove), or a wire problem. If you can try connecting the modem directly up to your drop to see what the power level is then you may be able to find out where the break down is. The highest reading you should see is about 43.


tmcclintic

join:2012-07-27
Sahuarita, AZ

I have two separate lines coming into my house where my home network box is. One is for Dish and the other is for Cox. More recent posts show a drop in signal to 48/49. Not sure if that is still okay or not though....



odog
Cable Centric Vendor Biased
Premium,VIP
join:2001-08-05
Atlanta, GA
kudos:13
reply to tmcclintic

I'm still trying to help, give me a little more time.


tmcclintic

join:2012-07-27
Sahuarita, AZ

Okay, thanks for looking into it.

I'd just love to get a straight reason on what's causing it so an end could be in sight.



odog
Cable Centric Vendor Biased
Premium,VIP
join:2001-08-05
Atlanta, GA
kudos:13

we saw something yesterday but it went away during the troubleshooting. Either way I got in touch with the right people and they are monitoring for the problem.


tmcclintic

join:2012-07-27
Sahuarita, AZ

Sweet, I appreciate it.