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degobah5

join:2008-01-31
Lafayette, LA

1 edit

[LA] Horribly inconsistent connection. Ultimate, frequent drops.

Hey everyone - I've had Ultimate tier for about 2.5 years in my home, and haven't had any problems for at least a year plus. I'm currently using a SB6141 (which I've been using without issue for at least a year now).

My power levels recently started to fluctuate pretty badly, and I've also had trouble with the modem going "dark," in that when I start having trouble, I can't even reach the config page (via the 192.168.100.1 address). These problems exist both when connected to my router, and I've done extensive testing connected directly to the modem.

I've even been logging my ability to ping the modem (via 192.168.100.1), as well as attempting to ping some internet address (google.com's ip for instance). I've seen the modem periodically come back up on it's own, but most of the time I have to power cycle the modem (or reboot it via the config page if I can get there). When the problems started, I'd literally changed nothing about my setup; No software/firmware changes, no hardware changes, nothing.

Things I've done (but the problem persists):
- Direct connection to the modem.
- Replaced the ethernet cable.
- Replaced the coax cable.
- Placed modem on different coax connection.
- Ensured coax line to modem isn't split / split minimally / terminated all unused open coax connections on splitter (only 1 open, 2 way splitter).

Can anyone please help? While constantly having to reboot the modem is inconvenient when trying to play the Destiny beta , my real problem is that I'm unable to work from home... which is causing this problem to become a very large issue.

Modem:
Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.12-SCM00-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Firmware Build Time: Mar 12 2013 17:48:19

Signal stuff:
Channel ID
73 
74 
75 
76 
81 
82 
83 
84 

Frequency
801000000 Hz 
807000000 Hz 
813000000 Hz 
819000000 Hz 
849000000 Hz 
855000000 Hz 
861000000 Hz 
867000000 Hz 

Signal to Noise Ratio
37 dB 
37 dB 
37 dB 
37 dB 
38 dB 
37 dB 
37 dB 
38 dB 

Downstream Modulation
QAM256 
QAM256 
QAM256 
QAM256 
QAM256 
QAM256 
QAM256 
QAM256 

Power Level
-2 dBmV  
-2 dBmV  
-1 dBmV  
-1 dBmV  
-2 dBmV  
-2 dBmV  
-3 dBmV  
-3 dBmV  

Channel ID





Frequency
31200000 Hz 
37600000 Hz 
25400000 Hz 
22200000 Hz 

Ranging Service ID
62 
62 
62 
62 

Symbol Rate
5.120 Msym/sec 
5.120 Msym/sec 
2.560 Msym/sec 
2.560 Msym/sec 

Power Level
44 dBmV 
44 dBmV 
42 dBmV 
42 dBmV 

Upstream Modulation
[3] 16QAM
[3] 64QAM
 
[3] 16QAM
[3] 64QAM
 
[3] QPSK
[2] 16QAM
[3] 64QAM
 
[3] QPSK
[2] 16QAM
[3] 64QAM
 
Ranging Status
Success 
Success 
Success 
Success 

Recent Log:
Jul 20 2014 13:00:30
6-Notice
I401.0
TLV-11 - unrecognized OID;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jul 20 2014 13:00:30
5-Warning
Z00.0
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15
6-Notice
N/A
Cable Modem Reboot from GUI/Configuration page ;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 20 2014 10:58:47
6-Notice
I401.0
TLV-11 - unrecognized OID;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jul 20 2014 10:58:46
5-Warning
Z00.0
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:22
3-Critical
R02.0
No Ranging Response received - T3 time-out;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15
6-Notice
N/A
Cable Modem Reboot from GUI/Configuration page ;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 19 2014 13:40:50
6-Notice
I401.0
TLV-11 - unrecognized OID;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jul 19 2014 13:40:50
5-Warning
Z00.0
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:22
3-Critical
R02.0
No Ranging Response received - T3 time-out;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15
6-Notice
N/A
Cable Modem Reboot from GUI/Configuration page ;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 18 2014 21:41:56
6-Notice
I401.0
TLV-11 - unrecognized OID;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jul 18 2014 21:41:56
5-Warning
Z00.0
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:22
3-Critical
R02.0
No Ranging Response received - T3 time-out;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15
6-Notice
N/A
Cable Modem Reboot from GUI/Configuration page ;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 18 2014 17:36:21
6-Notice
I401.0
TLV-11 - unrecognized OID;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jul 18 2014 17:36:21
5-Warning
Z00.0
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15
6-Notice
N/A
Cable Modem Reboot due to power reset ;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jul 18 2014 17:20:18
3-Critical
T05.0
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;
Jul 18 2014 16:04:16
6-Notice
I401.0
TLV-11 - unrecognized OID;CM-MAC=b8:16:19:30:3b:17;CMTS-MAC=c4:71:fe:76:d3:c4;CM-QOS=1.1;CM-VER=3.0;

Edit: Selected LA for "Group"


degobah5

join:2008-01-31
Lafayette, LA

Re: Horribly inconsistent connection. Ultimate, frequent drops.

Also, yesterday when I noticed that the connection started to get flaky, I started a line quality test, and got this as the result:

basic ping
target IP does not respond to ICMP ping



Hard Harry

join:2010-10-19
Narragansett, RI
kudos:2
Reviews:
·Cox HSI
reply to degobah5

Signal levels look good. If all the lights are going dark, including power, for extended time, then it sounds like something is wrong with the modem. Can anyone confirm the firmware? Also, when it happens, and you cant ping the modem, how do you access the GUI to reset it? Does ping stop but access to 192.168.100.1 not? If so, that is really weird.


degobah5

join:2008-01-31
Lafayette, LA

The lights don't go out... they all stay lit as if nothing were wrong. When I can't ping the modem's address, I can't access the config page. My only option then is a hard (power cycle) reboot of the modem.

When I can't ping the modem, I've even tried unplugging the ethernet cable from it, and plugging another laptop directly to the modem to see if I can ping/access the config page... and I can't. Only option is a power cycle.


degobah5

join:2008-01-31
Lafayette, LA

1 edit
reply to degobah5

I'm really kind of at the end of my rope... I've ripped everything out, and tried to test with a MINIMAL setup; only the modem connected to the coax line (we don't have TV service, so it was easy to ensure that only the modem was connected), and connected the modem directly to a computer.

Today I've resorted to trying to talk to the online chat support via Cox's website... I don't know what I expected, but I was asked a moment ago, "How possible can it be that the internal wiring is the problem or just simply data abuse?"

I'm starting to feel pretty helpless. At this point I'd even be willing to buy a new modem (although my current SB6141 is only a year old) just to further eliminate variables.

Edit:
This is the kind of support I'm getting via the online Cox support chat:
CoxChatSupport: Finished the assessment.
CoxChatSupport: You are requested to
CoxChatSupport: carry out 3 ping tests and 3 traceroutes from 3 different websites.
CoxChatSupport: paste the results here.
CoxChatSupport: one by one
Me: ok
CoxChatSupport: At least 10 packets have to be in each test.
Me: i did a line-quality (Ping test) yesterday at 6 pm when the connection started to fail, and i have the results from that one (Via broadbandreports.com / dslreports.com)
CoxChatSupport: Use those sites and provide ping and tracerroute tests for each.
CoxChatSupport: paste results here for me to paste it in the form.
Me: ok one moment
CoxChatSupport: Sure.
CoxChatSupport: Also, one more thing; make sure no one is using your network do download copyright material, because that also penalizes speed.
Me: Is that a serious statement? "Penalizes speed"?
CoxChatSupport: And that is not the worst part
CoxChatSupport: the worst part is when the service gets suspended.


degobah5

join:2008-01-31
Lafayette, LA

2 edits
reply to degobah5

Documenting some of the speeds when I notice that the connection is beginning to flake out (FYI: I have the Ultimate tier service, and have a SB6141):




Power Levels:
2014/07/20 @ 15:43
-3 dBmV  
-3 dBmV  
-2 dBmV  
-2 dBmV  
-4 dBmV  
-3 dBmV  
-4 dBmV  
-4 dBmV

2014/07/20 @ 15:48
-3 dBmV  
-3 dBmV  
-3 dBmV  
-3 dBmV  
-4 dBmV  
-4 dBmV  
-4 dBmV  
-5 dBmV


Hard Harry

join:2010-10-19
Narragansett, RI
kudos:2
Reviews:
·Cox HSI
reply to degobah5

Yea, don't ever do chat support. I have a feeling they aren't real Cox employees. If anyone here works in that department, please correct me, but I think they have a shocky monkey. XD

The not being able to ping the modem when changing connection is normal. The modem gives out DHCP via MAC address, so if you connect another device to it, it won't get a IP until modem is rebooted. Except you have Ultimate, which should include 3 IP..so maybe there is something to that.

My gut is telling me its a firmware issue. Do you have a black SB6141? If so, could someone else here confirm the firmware.


degobah5

join:2008-01-31
Lafayette, LA

Mine is the white SB6141. Can the firmware be re-flashed (even if the same version, just to give it a fresh load)?


mkenny28

join:2013-04-08
New Orleans, LA
reply to degobah5

Re: [LA] Horribly inconsistent connection. Ultimate, frequent drops.

Click for full size
My speeds are just All over the place. And most of the time testmy.net and speedtest.net are 20-30Mbps lower than Cox test

degobah5

join:2008-01-31
Lafayette, LA

Yikes.

At this point I'd be happy with a connection that had slow-downs, as opposed to one that cut out for hours on end, on a daily basis, where the only remedy is to power cycle the modem.


degobah5

join:2008-01-31
Lafayette, LA
reply to degobah5

Noticed that the connection started to get bad again:











degobah5

join:2008-01-31
Lafayette, LA
reply to degobah5

I happened to schedule a line test right when the connection started to get bad:






coxlouisiana

join:2013-12-24
Lafayette, LA

I have been looking at it for a little bit, I just don't see anything I can put my finger on yet as an issue. Levels and SNR looks fine, houses around your area have been up for over a month or more.
So it will completely go offline for hours at at a time?


degobah5

join:2008-01-31
Lafayette, LA

Yes. It'll go offline usually until I power cycle the modem... if I don't power cycle it, it will stay offline for 6-8 hours at a time.



coxlouisiana

join:2013-12-24
Lafayette, LA

It does sound more like a modem issue, I really need to take a look at it when you are having the problem though, assuming the modem is still online when the issue occurs. Do you have an alternate way to I'M or email me when its acting up?



odog
Cable Centric Vendor Biased
Premium,VIP
join:2001-08-05
Atlanta, GA
kudos:14
Reviews:
·Comcast

1 recommendation

reply to degobah5

said by degobah5:

I happened to schedule a line test right when the connection started to get bad:

I just pushed firmware to your modem to get it on the most recent version.

Those line test seem to indicate you're either hammering the upload or download while the test is happening. Do you have a router, and or any other devices in the house using bandwidth? What kind of router do you have, have you tried taking that out and going directly into the modem for any significant amount of time?

djc6

join:2007-11-28
Cleveland, OH
reply to degobah5

I had similar problems on Ultimate - very inconsistent speeds, all over the place... I only have internet service - no TV service. It took 5+ service visits to figure out, but it was the TV filter on the pole to make sure I wasn't getting free TV service. Swapping it out for an 'old style' filter resolved my problem - its been about 5 months, so I am comfortable calling it 'resolved' now. Just throwing it out there as a possibility.


degobah5

join:2008-01-31
Lafayette, LA
reply to odog

In all honesty, everything in the house was shut down (with respect to using the internet connection). I'd pretty much isolated the connection at the time... and the only things I was actively using the internet connection were a) VPN connection for work, and b) PSN connection for the Destiny beta . I buy digital download PS4 games... which can be huge, but the last download was for Destiny on Friday/Saturday. I do have a scheduled speed test running via testmy.net, but I'm not sure if it happened to hit at the same time as the line test (via the tools on dslreports.com). My work machine does synchronize a good bit of stuff via Dropbox, but I don't know what the sync queue was like when the line test was running. My wife streams a ton of stuff via Netflix and Amazon Prime (FireTV in the bedroom, Samsung SmartTV in the living room)... but she hasn't been over the last week or so because the connection has been so inconsistent.

I have an Asus RT-AC68U. I have tried connecting the modem directly without the router for days at a time (to eliminate my router being the issue), and logged the results... which were the same. The connection would drop for hours on end (I'd see my home machine disappear from the list of computers in TeamViewer while I'm at work). When I'd get home from work, I usually wasn't able to connect to the modem's configuration page (192.168.100.1), and had to power cycle the modem. Soon after power cycling it, the configuration page was again available, and my internet connection was restored... for a while anyway.

I will say that as of today, I haven't seen my machine drop from TeamViewer all day, and I've been getting my usual motion activated security (puppy monitoring) camera shots via email. I'm knocking on wood, but so far today is the most stable I've seen my connection in weeks.

Thank you so much.