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bchandler02

join:2011-07-08
Oklahoma City, OK

[OK] Another day, another Cox outage

In the last 2 hours, I've lost connection 5 times, all for 5-10 minutes each. None of the lights on the modem go out, and it does NOT reset, but I lose all connectivity. Modem signals are fine, and there is nothing in the logs indicating any errors, timeouts, etc.

Downstream Bonding Channel Value
Channel ID 217 218 225 226
Frequency 837000000 Hz 843000000 Hz 861000000 Hz 867000000 Hz
Signal to Noise Ratio 36 dB 36 dB 37 dB 36 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
6 dBmV 5 dBmV 5 dBmV 4 dBmV
Upstream Bonding Channel Value
Channel ID 2
Frequency 35100000 Hz
Ranging Service ID 2231
Symbol Rate 2.560 Msym/sec
Power Level 44 dBmV
Upstream Modulation [3] 16QAM
[3] 64QAM

Ranging Status Success
I'm tired of calling in and having to deal with the tech visits. At some point, I'd expect someone to have half a brain and realize that Cox has been out multiple times in 3 months and EVERYTHING here is new.

Cox needs to step up and fix it's damn network, and quit blaming it on customer equipment or setup. I'd be long gone if AT&T offered anything above 3M service at my location.



CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:76

It seems your modem is a non-responder when I try to reach it but your neighbors on both sides appear fine. This would suggest there's something at your address that is being missed.


bchandler02

join:2011-07-08
Oklahoma City, OK

CT1, you probably have my old DPC3010 mac address. Will send PM with new one.



CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:76

I actually do have the new one.


bchandler02

join:2011-07-08
Oklahoma City, OK
reply to bchandler02

Sorry for the delayed response.. surprise.. I'm offline again. Now working off my Verizon hotspot because I have work to do and it's more reliable (sad).

OK, so you say it doesn't respond but my neighbors do. How can that be possible?

When I emailed the Cox CEO in November to hopefully put this behind us, I had multiple people come out. They went and purchased a brand new retail SB6121, and rewired EVERYTHING, including the burial cable to the pedestal. They also fixed some main line noise, etc.

I have about a 40 ft run underground from the pedestal up to the box on my house. In the box, it goes through the usual grounding block and filter, and then out. That run is about 6ft down the side of my house, thru the wall into a faceplate. Then, I have about 4ft of cable inside between the wall and the modem. No splitters. Everything is 100% new. About a month ago, they even dug up the pedestal behind my fence and said it was bad, and replaced some stuff there.

So what is it that they missed? If it is just my house, it has to be between that pedestal and my modem, and not on the main line, correct?



linicx
Caveat Emptor
Premium
join:2002-12-03
United State
Reviews:
·TracFone Wireless
·CenturyLink
reply to bchandler02

I had similar problems not at Cox. The modem was replaced, and I even considered replacing my wireless router In this case it was not either. The company was switching to all digital. It was painful for 2 months before all the conversions were completed, and the bugs were worked out.

I also had a similar issue with a VoIP phone only. The phone side of the telephony device was dying. I replaced the company because they lied. They should have either replaced the modem, or advised me where to buy a new one. I was refunded 3 months service.

I lived in OK for a long time. Many things can go wrong between the web and your modem. It can be on a pole outside your house or a 1000 miles away at a construction site.

The problem with most of these companies is they don't tell the customer. It is always your system and never theirs. None of the Big 4 like Rural America. it is why Cox and AT&T sold out most of its Midwest markets except large cities like OKC and St. Louis ten years ago. This is how and why upstart companies like Suddenlink and Frontier began to emerge after 2000.

Be patient.It takes time to work the knots out of any system problem. Complain to your state utilities commission that oversees telecommunications and your congressmen in DC.
--
Mac: No windows, No Gates, Apple inside



CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:76
reply to bchandler02

Unless there's some bizarre problem at the tap itself logic would dictate that the problem is specific to your residence. What all do you have connected to your coax cabling?


bchandler02

join:2011-07-08
Oklahoma City, OK
reply to linicx

Thank you linicx. You are absolutely right.

I've had 18 months of hell, although it got ALOT better late last year after my executive escalation. They went above and beyond on that and did not even charge me for my modem, which I would have happily paid for if that was the problem (which it was only a precautionary swap). I'm not sure I can take much more of this. The only problem is my ONLY other choice is AT&T 3MB DSL, which is crap speed, but Cox is slowly teaching me to accept stability over speed.

I, like you, would have a much higher level of respect for a company that would just step up, admit a problem, and tell me what to expect between now and resolution. I can deal with that. But what I can't deal with is the lies and denial of a problem, especially when 100% of my equipment is new. With everything they replaced, I am anxious to hear CT1's answer on what else the problem could be that is specific to my house but not my neighbors. (For the record, I think CT1 does everything he can to help and cut out the BS, but there's only so much you can do from an office.) I'm also trying to figure out how it is possible for me to lose connectivity but it not be reflected in any modem logs, resets, or flashing/out lights on the modem during the outage.


bchandler02

join:2011-07-08
Oklahoma City, OK
reply to bchandler02

What can I do? 3 outages in the last 30 minutes, I can post pingplotter screenshots if needed for proof.

This is BS.



CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:76

I don't think there's any more need for proof at this point. We're well aware that you're experiencing problems it's just a matter of determining what the issue is at this point and why it seems to be isolated to your residence.

Can you share for an inventory of what devices you have connected to coax cabling in your home?



linicx
Caveat Emptor
Premium
join:2002-12-03
United State
Reviews:
·TracFone Wireless
·CenturyLink
reply to bchandler02

My experience with OK connectivity issues began in early 90s when I lived on Grand Lake and bought my first computer. It is amazing that it has improved little in 20-years. Take heart! It has not improved anywhere in rural America. OK, MO, AR, IA, and all of IL outside of Chicago is considered rural.

This does not address your immediate issue.

I have a wireless router. When all this nonsense was going on -- and it is not over yet -- my modem lights flashed like crazy. I knew I had to reboot; most of the time it was router and modem and often the computer. Now everything looks normal and most of the time I only reboot the modem. This is progress.

My engineer friend says the reason I do not see trouble in the logs is because the problem is not between the computer and the router. I connect to a converter box. The fact I can get online indicates I do not have computer to converter issues. It is the network. It is in their system. It may be in the office in the rack of routers. It may be a router going bad. It may be a system wide problem. My provider recently took 10,000 customers off line with bad software they uploaded to their new digital telephony devices. (After Vonage I will never have one of those device as long as I can possibly avoid it.

Most of the excuses all the companies use to sell poor service is ridiculous when they can deliver 25/25 FTTH to parts of Dallas, 40/40 to Las Vegas and 100Gbp to Paris and London. These are all cities with a dense population. Neither OKC or Tulsa has it.

What Texas has is a has legislature that does not let these companies get by with bully boy threats. I was in OK when the state legislature passed a law requiring AT&T to share their phone lines. It never happened -- which is one reason Sprint went to wireless and dropped a really excellent LD service. I can tell you lots of stories about OK and the Internet, but this is probably not the place for it.
--
Mac: No windows, No Gates, Apple inside


bchandler02

join:2011-07-08
Oklahoma City, OK
reply to CoxTech1

Nothing connected. See above where I detailed out what my run is. No surge protectors, no TVs, no splitters, nothing. I am an HSI customer only.



CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:76

That is very strange indeed. Something appears to be taking down at least layer 3 connectivity to the modem.


bchandler02

join:2011-07-08
Oklahoma City, OK
reply to bchandler02

Exactly! It's strange because nothing on the modem indicates problem or even a timeout. It's as if someone is disconnecting fiber somewhere upstream from me - I stay connected to everything, but there's no actual routing path behind it.



CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:76

If that were happening it would be more than just you noticing problems. I observed the problem myself when you reported it where your modem wasn't reachable by IP but all of your neighbors' were just fine.


bchandler02

join:2011-07-08
Oklahoma City, OK
reply to bchandler02

That's just downright freaky with everything being new here, and installed by a line tech, field tech, and field supervisor as well as myself overseeing. I also watched the burial of the new cable to make sure it was never harmed and it wasn't. Also, this problem just started in the last 24 hours. Prior to this, I was fairly stable.

So, what do we do next?



CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:76

I think we need to go where the evidence leads us which at this point appears to be your residence again. These types of issues are particularly frustrating due to their intermittent nature.



linicx
Caveat Emptor
Premium
join:2002-12-03
United State
Reviews:
·TracFone Wireless
·CenturyLink
reply to bchandler02

I'm talking to my systems engineer right now. I read him the conversation between you and Cox tech. This is what he says:

"The drop to your house is most likely defective - perhaps happening in the last 24-hours when you first noticed it. The modem looses connectivity to the Headend when your outage occurs. Why this happens is a million dollar question. It is most likely a cable problem between the house and the pedestal."
--
Mac: No windows, No Gates, Apple inside


bchandler02

join:2011-07-08
Oklahoma City, OK

Ok, is there a way to test it? The cable is literally 6 weeks old and I watched him bury it to make sure there were no splices, etc.



linicx
Caveat Emptor
Premium
join:2002-12-03
United State

Engineer says the only way to test it is for Cox to install in a temporary drop from pedestal to your house.
--
Mac: No windows, No Gates, Apple inside



MarkRH
Premium
join:2005-02-08
Oklahoma City, OK
reply to bchandler02

Maybe some critter chewed up the cable. When they buried the line, did they just plop the cable in the ground or encase it in PVC pipe or anything? Perhaps the recent changes in weather conditions wore something out with the heat/cold cycles.

One weird thing happened at my folks house in Edmond.. they were having all kinds of weird phone problems.. turns out it was being caused by a faulty doorbell ringer power module sending out RF interference. Have no idea if something like this would affect cable systems with the shielded cables.


bchandler02

join:2011-07-08
Oklahoma City, OK

Yes, it was in a PVC conduit. When they were here they did check for voltages and such on the line and everything was perfect.

It's also odd that this went from none to a huge problem in 24 hours. To me, that points to component failure somewhere.

I am testing a theory right now.



linicx
Caveat Emptor
Premium
join:2002-12-03
United State
Reviews:
·TracFone Wireless
·CenturyLink
reply to linicx

I should have added that varmints like moles and squirrels love to chew! You may have one, but, as the engineer pointed out, there may be a pinprick in the cable sheath -- and that's enough to cause a problem. I can attest to the hell one broken wire can cause too. As he said, "There are so many things that can go wrong, and the intermittent problem is almost impossible to find. "
One has to be very patient and very determined to find it. Running you in circles and claiming it is in your house, and therefore your problem is not how to pin the tale on the donkey. Persistence usually prevails. It the drop doesn't help, it may take a year to find IT. Maybe the problem is the pedestal again.

Your next steps would be to call an old electrician .. the guy that has seen all the goofy things that go wrong in a house when it all "looks" perfect to do a whole house wiring inspection. And the phone guy to do a inside phone wiring test and inspection. I had a phone jack that looked wonderful -- until one day I moved a phone line and it fell out of the jack. Go figure. Jack broke.

said by linicx:

Engineer says the only way to test it is for Cox to install in a temporary drop from pedestal to your house.


--
Mac: No windows, No Gates, Apple inside


linicx
Caveat Emptor
Premium
join:2002-12-03
United State
Reviews:
·TracFone Wireless
·CenturyLink
reply to bchandler02

Bad things happen suddenly and convincingly. It makes no diff if the cable is one day old or 600 years old. Have a drop put in and keep it for a week to test it. If it not the cable, the next place for them to look is in the pedestal. It is not rocket science. It is a company that does not want to spend money or your problem even though they are causing it. It is all about the bottom line, the Bored (a pun) and the stockholders. It is about not giving you one I bit of help, or one bit of bandwidth that might solve the problem.

said by bchandler02:

It's also odd that this went from none to a huge problem in 24 hours. To me, that points to component failure somewhere.

I am testing a theory right now.


--
Mac: No windows, No Gates, Apple inside

bchandler02

join:2011-07-08
Oklahoma City, OK
reply to bchandler02

Well we're back to complete shit service again. 3 times in the past 2.5 hours I've lost connectivity for 10+ minutes each time, yet nothing changes on the modem.

The most recent time I called tech support. She reset the modem remotely and it came back on shortly after rebooting. This tells me that the modem is maintaining connectivity into the Cox system, but is not routing any traffic.

What explains this?



DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15

Are you using a laptop or desktop connected to the modem? Is either plugged into a wall electric outlet for power? If it's a laptop can you run it off battery for a while? I'm wondering if it's an electrical grounding/noise issue, mainly due to the description of the very short coax run between the PC and the demarc. A standalone laptop, not connected to ANYTHING but the modem can help rule this out.

Can you ping the modem 192.168.100.1 when you drop connection?
--
Two is one, one is none. If it's important, back it up... Somethimes 99.999% availability isn't even good enough.


bchandler02

join:2011-07-08
Oklahoma City, OK

I am using a desktop that is hardwired and a laptop in a docking station that is hardwired. Both run through my UPS as does the networking gear.

When they were out in November, they did have a multimeter out looking for any electrical noise on the coax and didn't find any.

Interesting theory you have - next time it happens, I'll grab one of my other laptops and check it.


bchandler02

join:2011-07-08
Oklahoma City, OK
reply to DrDrew

Well that test doesn't work. The modem will not give a new IP address without a reboot.

Apparently I'm going to have another day of hell fighting this thing today.


bchandler02

join:2011-07-08
Oklahoma City, OK
reply to DrDrew

Also, no, I cannot ping it. I can continue to ping my router, but not my modem during the problem.

It's as if the modem goes offline (but lights don't reflect this). However, I found it very interesting that the agent could communicate with the modem to reset it yesterday.



CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:76
reply to bchandler02

Yes, the modem must always be rebooted when connecting a different device to refresh the CPE bridging table. Our ability to connect to the modem remotely will not be affected.