[AR] Constant Upload Problems in Rogers AR
I'm posting here because I'm tired of trying to explain this to Cox Support. It will be pretty long so please bare with me. This is going on in south Rogers, AR.
For the last 3 to 4 weeks I've been noticing issues with the bonded upstream channels, causing my internet connection to time out and occasionally cause the modem to reset automatically. Currently I have 3 upload channels (channels 2, 3 and 4), and out of the 3, channels 3 and 4 are constantly timing out, showing an "Aborted" status within the modem's diagnostics (192.168.100.1). Sometime after Cox does some repairs, it seems to happen again. It also happens some hours after I have reset the modem via Cox automated and live person calls. It gets worse on the weekends.
Now, this is my history with Cox Support:
- Some weeks ago, after calling Cox some days after I started noticing the issues, I found out that this area was flagged for an outage. So I waited a day to call again. It seemed to go back to normal for a bit then it started again.
- By the second time I called, the support person said that the outage was taken care of and they sent in the tech to check my connection. The tech showed up, very good tech by the way, and proceeded to replace all of my coax connections and splitters (I already have RG6 cable throughout my house). He ran his tests checking for noises and he couldn't see anything wrong within my house. The power levels in the modem improved, so I can testify of the great signals I still have at this point (I work with electronics). It worked great for a couple of days. After checking all this, he stated that if the problem persisted, that it would most likely be outage related, which I agree 100%.
- This last week it started yet again to drop the 2 channels so I went to buy a new modem to see if it would help. I upgraded from the SB6121 to the SB6141 to get the 8 channels of downstream. I must say, that the internet was working fine before I installed the new modem so I expected it to work after the installation. It worked good for a couple of days until yesterday (10/18/2013). My modem did automatic resets several times. I also did a full factory default reset, just like I've dome some times before in case it helped. I would have internet for less than 1 hour before it would time out again.
- So when I called yesterday (10/18/2013), I spoke to support and they stated that my area was flagged for an outage and that someone was out troubleshooting. So I waited until today to check it out. After some time after being on the internet, I noticed that it dropped the channels again. My modem has not automatically reset yet.
- Here is the info I'm seeing from my modem
Please note that the Dowstream channels are working perfectly at 37dB Signal to Noise Ratio and 0dBmV Power Levels
------------- Upstream Channels ---------------------
Bonding Channel Value
Ranging Service ID
----------------------- Log Posts ------------------------------
Once the channels go to Aborted status, the log FILLS COMPLETELY with messages like this:
Time Priority Code Message
Oct 19 2013 12:05:32 3-Critical R07.0 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Oct 19 2013 12:05:31 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
With all this said, is there someone in these forums that can help with this issue? Concluding from what the tech said and my opinion, the problem is not within my household, it seems to be withing the Cox infrastructure.
said by chanmiro:look at the timestamps on this error in the log. If you are getting more than one or two in 24 hour period it is a good indicator of an upstream noise issue.
No Ranging Response received - T3 time-out
A T3 error is logged when the modem makes its periodic request for the upstream channel on which it should be transmitting. If it doesn't hear back from the CMTS in a set period of time, it logs the T3 error.
If you are only getting a few of these every so often and you aren't having any other issues, then they can be safely ignored as there are normal reasons for a T3 to occur.
But if you are having upstream issues and you are logging regular T3s then it is a good indicator that the problem is noise in the return path.
Ask the tech to check their tools (Edgehealth, Proviso) to look at the unccorrectable errors on the upstream interface at the CMTS. over a week or so...they should see the same symptom there.
Well, from what I could understand,the person at the help desk checked their logs on their side, and since he saw so many errors from my upstream they decided to send in the tech to check my connection. I'm not sure if that's what you were suggesting.
When channels 3 and 4 go to Aborted status, the log fills in minutes with those 2 entries I posted several times (about 10) within seconds of each other. The channels seem to crash consistently when we do heavy use of the internet (movie streaming, You Tubing, online gaming).
Aside from all this, they did mention that they were having issues in our area because of frequencies used by other companies and that could also be a problem. As of this point I haven't heard anything from Cox, understandable because it is Sunday.
said by chanmiro:Yep, exactly. The tech needs to start at your house and troubleshoot from there once he has confirmed that it isn't in your home wiring.
he saw so many errors from my upstream they decided to send in the tech to check my connection. I'm not sure if that's what you were suggesting.
|reply to chanmiro |
I am very interested in what you find -- keep us updated.
I am in Bentonville (right next door to you) and have noticed my upstream channels in aborted status with high counts of T3 timeouts and several T4 timeouts leading to a modem reboot at least three times today alone. MY upstream levels don't seem to vary like yours and sit in the 40's when I've been checking ... (mostly between 41-46 dBm V). I finally called Cox today and they will send a tech out next week when I can be home, but I'm sure it's tied to the work done in the area recently (my wife mentioned several Cox trucks out around the time this started) and I really wish the techs I call would do more than tell me my levels look good (of course) and then ping and reboot my modem again ....... oh .. I should be happy though since this is after months of excellent service with no errors at all.
BTW: my channels are in a different order than yours, but the 28700000 and 35300000 are the ones that show aborted here (with 23700000 'success') just like your output posted here.
You can see the following post in Cox Internet Support Forums:
It's similar to this one and I did put some more detailed log outputs.
I'm not sure if you would be within the same group of affected users, but I would suggest that you use your cox.net login to create a user name for those forums and post your case. This way they'll be able to tell you if you're within the group.
At this point, they're suspecting of an amplifier failing intermittently. Since the issues appear randomly and don't always last long, they're not 100% sure. They're very professional and I am confident that they're close to resolving the problem. The issue I described on this and that Cox post happens every other day and it seems to happen more often during the weekend. It might happen other times, but my logs fills up within the minute with the T3 timeouts and the occasional T4 timeout before the modem reboots automatically.
I wanted to give an update on the issue I posted. After some back and forth with Cox forums, they seem to have done something that has greatly improved my situation, and perhaps all the other users that were potentially affected by this.
Since the last time they seem to have troubleshooted the issue, I've only had one outage (according to my modem's logs), and that was last Tuesday 10/29/2013 at 11am.
I guess one of the reason why I noticed a change on the service is because all 3 channels (2, 3 and 4) are constantly showing Upstream modulation in both 16QAM and 64QAM, which was never been the case before, at least not for all channels constantly.
Hopefully this post helps others.