US Cable Support → Cox HSI > Periodic disconnects; no ranging response

Periodic disconnects; no ranging response

Signal

Sounds like there is line noise causing disconnects. This could come from within, a neighbor, or a bad amp.

Start posting signal levels and logs so one of the board techs can help. Also if you have digital cable turn it on and see if the picture is goofing there too. You can look up how to access the tuner's signal info as well and see if it is in proper ranges. Though the digital cable and internet are on different channels along with a lot of other differences the signals are still running through the same amps. When an amp starts to go bad it can throw three or four blocks into disarray so see if your neighbors are having problems as well and if they are willing get their logs and signals too. The more people that complain the faster it gets fixed.

I'm on an internet only package so I can't do a digital cable check. Unfortunately I live in a pretty unusual area so it's mostly businesses around me so It's hard for me to check with them.

Is there anything I can do to reduce noise? Is the AMP on COX's end?

It's gotten to the point where we lose connection very briefly every 15-20 minutes so I feel like I need to do something.

With the way your saying your setup is there shouldn't be much of anything in the way to remove so start saving logs to your computer, when you save a log get a screenshot of the levels as well.

Call Cox and get them working on a support call.

The amp will be outside on a pole or in a box on the ground somewhere so nothing you can even try to look at it's Cox's domain. Since the area you describe is mostly business they probably will not have much info about whats going on so plan to dig in and fight with them. Tech support can be a pain so posting info here and getting a Cox tech involved can help as well. They will probably chime in or PM you to help you out.

First step on a phone call to tech support is to do reboots, remove router (like that does any good when the modem is rebooting) blame your computer or just say since it works with a reboot there is nothing wrong. You can try and buy a new modem or borrow one for an hour or two and see if the signals are the same and problems are the same or not so that you have a little more info. Plus your modem is a 4X4 rather than an 8X4 so the upgrade would prime you for more stable service. Eventually a tech will come out and replace some coax or ends and blame that. It could be a bad drop but would likely see levels all over the place.

It sure sounds like the problem I had a few years ago. Intermittent drops and reboots worse at some times than others. Seems it was in the evenings when the temps would start to drop, I was calling with an issue nearly a month before other people were. Seems they just accepted it and went on with bad service. Eventually they had a tech out monitoring things after going through the steps above, replaced modem new splitters, new ends, adjust local amps, etc. Ended up finding an amp a couple blocks over that was having issues feeding interference into the lines.

Hey man thanks for all your help!

I'm really not looking forward to the Tech support dance =( .

Do you think another modem will help? I'm guessing an 8x4 can bind to more channels so that might result in more stable service. Is that correct?

I'm looking at maybe getting a cisco modem as I've read of some other people with these issues that went away after buying one.

It is possible that a different modem could solve the problem and if you have the ability to upgrade I would do so. It guarantees that they can not blame the modem as the issue.

I am using an Arris CM900A and actually have a lot more information available than most other modems out there. There is an advanced section that requires a "password" but it changes daily so I just use »www.borfast.com/projects/arris-p···enerator to get the latest one.

One of the pages that you would normally not have access to is the internal cox network dhcp.

CM IP Addr 10.3.153./21
CM IP Gateway 10.3.152.1
CM TFTP Server 172.26.52.14
CM Time Server 172.19.57.25
DHCP - CM IP Time Remaining
Lease: 0.8 days (66334 seconds)
Rebind: 0.6 days (55534 seconds)
Renew: 0.3 days (23134 seconds)
CM Time Offset -18000
CM Boot file 150001_vm2.0_d.cfg
MDD IP Mode Override mdd
MDD IP Mode Retrieved MDD is retrieved

As well as the logs involving the cox DHCP.

CM_DHCP LOG 62
Tue Oct 01 04:54:31 2013

DHCP Packet contents:
Type = 2
Hops = 0
Xid = 0x6d522e0d
Secs = 43200
Flags = 0
Bcast Enabled = 0
pfDhcpLeaseSettings = 0x8394748c

DHCP Lease Settings:
Is Valid = 1
DHCP Message Type = Ack
Hardware Type (htype) = 1
Hardware Length (hlen) = 6
Client IP Address (ciaddr) = 10.3.153.
Your IP Address (yiaddr) = 10.3.153. (primary IP address)
My offered IP address = 10.3.153.
TFTP Server IP address (siaddr) = 172.19.57.25
Relay Agent IP address (giaddr) = 0.0.0.0
Client Hardware Address (chaddr) = 00:1d:
TFTP Server Name = (1 of 1 bytes) ''
Boot Filename = (19 of 19 bytes) '150001_vm2.0_d.cfg'
DHCP Options = (76 of 76 bytes)
(1) Subnet Mask = 255.255.248.0
(2) UTC Time Offset = -18000
(3) Router IP address = 10.3.152.1
(4) Time Server IP address = 172.19.57.25
(6) Domain Name Server = 68.105.28.11; 68.105.29.11; 68.105.28.12
(7) Log Server IP address = 10.254.254.254
(51) Lease time = 86400
(54) DHCP Server IP address = 172.19.57.25

Didn't cost me anything as it had been used on another network and even though it is not on their "supported" list other Arris products are so it still works since it downloads some info each time it connects to the network.

But simply put all the modems do the same basic thing, they have to comply with DOCSIS standards some just have a better interface and are a little bit more refined.

You can download the program for it also. So you won't have to go to a website.

Greetings trentonhouse,

I've been suffering from this same issue for months now! While I am a residential user the issue is the same.

Continually contacting Cox about this and so far nothing has changed. Here is what I have done so far:
1. By-passed my (relatively new) Netgear WNDR4500 Router and connected directly to my desktop - no change
2. Replaced my Motorola Surfboard 6121 twice and now upgraded to the 6141 - no change
3. Contacted Motorola tech support (several times) who went through the log readings and confirmed all were within specs and said Cox was probably at fault.
4. Replaced both of my 8-port switches to TP-LINK TL-SG1008D - no change
5. Requested for tech field support who did exactly as VentShop mentioned "...tech will come out and replace some coax or ends and blame that." He ealso examined my internal wiring up in my attic and found nothing wrong. BTW Cox tried to charge me $49 for the visit (which I fought and had removed).

Bottom line, months later I still am fighting this issue but now feel encouraged that I may finally have something to fight back with.

Wasn't aware of the possible "amp" issue and naturally whenever I contacted Cox they insisted no one else was experiencing this issue...

Will post any updates as I plan to call again today.