Results 1 to 18 of 18

Thread: Trouble with Cox Cable

  1. #1
    Junior Member
    Join Date
    Mar 2008
    Posts
    13

    Trouble with Cox Cable

    I am a Cox Cable subscriber in Phoenix, AZ. I have a Motorolla Surfboard 5101.

    For about the past 10 weeks, I've had intermittent problems with my cable-internet connection. The status lights will stay all green, however, I will not be able to reach the internet. I can still ping the modem (192.168.100.1) and log on to its diagnostic web-page, but am unable to get any further than the cable-modem. Everything inside my home LAN remains unaffected.

    At this point, 1 of 3 things will happen.
    1) It will resolve itself in a matter of seconds (under a minute) and network traffic resumes.
    2) The cable modem will reboot itself, and then eventually reconnect and network traffic resumes.
    3) It sits there, dead, until I manually reboot / power-cycle the modem.

    This happens mainly in the mornings (7:30-9:30am), and to a lesser extent in the evenings (7:30-9:30pm). It also happens throughout the day, but that is much less frequent than in the mornings and evenings.

    I've replaced my cable modem twice in the past 2 months, including the power-adapter and ethernet cables.

    I've had 6 technicians come out here, spoken with over 50 Cox people on the phone (most of them un-knowledgeable tech-support reps), and they have apparently been monitoring my connection to find troubles. They say there are no troubles on their end.

    I am going to post the contents of my cable modem log, below. Hopefully some of it will make sense to someone here.

    Thanks,
    -ltwally

  2. #2
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    Contents of the SIGNAL page:

    Code:
    Downstream		Value 
    Frequency		579000000 Hz
    Signal To Noise Ratio	36.7 dB
    Power Level	-	3.1 dBmV
    
    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
    
    
    Upstream	Value
    Channel ID	1
    Frequency	19600000 Hz
    Power		41.0 dBmV

  3. #3
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    Contents of the LOG page.
    Code:
    Time			Priority	Code	Description
    2008-05-05 08:39:34	5-Warning	D103.0	DHCP RENEW WARNING - Field invalid in response
    2008-05-05 03:01:54	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-04 20:39:34	5-Warning	D103.0	DHCP RENEW WARNING - Field invalid in response
    2008-05-04 08:39:42	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:24	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:24	3-Critical	D002.0	DHCP FAILED - Request sent, No response
    1970-01-01 00:00:18	3-Critical	D001.0	DHCP FAILED - Discover sent, no offer received
    1970-01-01 00:00:08	3-Critical	R002.0	No Ranging Response received - T3 time-out (US 1)
    1970-01-01 00:00:03	6-Notice	M571.1	Ethernet link up - ready to pass packets
    2008-05-04 08:39:01	6-Notice	M573.0	Modem Is Shutting Down and Rebooting...
    2008-05-04 08:39:01	3-Critical	R004.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
    2008-05-04 08:38:28	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-04 08:24:30	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:18	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:13	3-Critical	D001.0	DHCP FAILED - Discover sent, no offer received
    1970-01-01 00:00:03	6-Notice	M571.1	Ethernet link up - ready to pass packets
    1970-01-01 00:00:02	6-Notice	M571.4	Ethernet link dormant - not currently active
    2008-05-04 08:23:55	6-Notice	M573.0	Modem Is Shutting Down and Rebooting...
    2008-05-04 08:23:55	3-Critical	R004.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
    2008-05-04 08:23:23	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-04 08:08:18	6-Notice	I401.0	TLV-11 - unrecognized OID
    2008-05-04 08:08:09	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    2008-05-04 08:08:05	3-Critical	D001.0	DHCP FAILED - Discover sent, no offer received
    2008-05-04 08:07:32	6-Notice	M572.0	Max T6 No Reg Rsp Timeouts - Reinitialize MAC...
    2008-05-04 08:07:32	3-Critical	I002.0	REG RSP not received
    2008-05-04 08:07:17	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:14	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:03	6-Notice	M571.1	Ethernet link up - ready to pass packets
    1970-01-01 00:00:02	6-Notice	M571.4	Ethernet link dormant - not currently active
    2008-05-04 08:06:46	6-Notice	M573.0	Modem Is Shutting Down and Rebooting...
    2008-05-04 08:06:46	3-Critical	R004.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
    2008-05-04 08:06:14	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-04 07:48:13	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:16	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:12	3-Critical	D001.0	DHCP FAILED - Discover sent, no offer received
    1970-01-01 00:00:03	6-Notice	M571.1	Ethernet link up - ready to pass packets
    1970-01-01 00:00:02	6-Notice	M571.4	Ethernet link dormant - not currently active
    2008-05-04 07:47:40	6-Notice	M573.0	Modem Is Shutting Down and Rebooting...
    2008-05-04 07:47:40	3-Critical	R004.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
    2008-05-04 07:47:07	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-04 07:46:12	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:23	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:19	3-Critical	D001.0	DHCP FAILED - Discover sent, no offer received
    1970-01-01 00:00:08	3-Critical	R002.0	No Ranging Response received - T3 time-out (US 1)
    1970-01-01 00:00:03	6-Notice	M571.1	Ethernet link up - ready to pass packets
    1970-01-01 00:00:02	6-Notice	M571.4	Ethernet link dormant - not currently active
    2008-05-04 07:45:33	6-Notice	M573.0	Modem Is Shutting Down and Rebooting...
    2008-05-04 07:45:32	3-Critical	R004.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
    2008-05-04 07:45:00	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-04 07:42:05	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:13	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:03	6-Notice	M571.1	Ethernet link up - ready to pass packets
    1970-01-01 00:00:02	6-Notice	M571.4	Ethernet link dormant - not currently active
    2008-05-04 07:41:34	6-Notice	M573.0	Modem Is Shutting Down and Rebooting...
    2008-05-04 07:41:34	3-Critical	R004.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
    2008-05-04 07:41:02	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-03 22:47:25	3-Critical	I002.0	REG RSP not received
    2008-05-03 22:47:19	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:13	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:06	3-Critical	R002.0	No Ranging Response received - T3 time-out (US 1)
    1970-01-01 00:00:04	6-Notice	M571.1	Ethernet link up - ready to pass packets
    1970-01-01 00:00:03	6-Notice	M571.4	Ethernet link dormant - not currently active
    2008-05-03 22:46:41	6-Notice	M573.0	Modem Is Shutting Down and Rebooting...
    2008-05-03 22:46:41	3-Critical	R004.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
    2008-05-03 22:46:09	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-03 21:25:45	5-Warning	D103.0	DHCP RENEW WARNING - Field invalid in response
    2008-05-03 14:32:06	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-03 09:25:45	5-Warning	D103.0	DHCP RENEW WARNING - Field invalid in response
    2008-05-03 08:44:23	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-02 21:25:53	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:01:31	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:01:23	3-Critical	R002.0	No Ranging Response received - T3 time-out (US 1)
    1970-01-01 00:01:16	6-Notice	M572.0	T1 No Ucd Timeout - Reinitialize MAC...
    1970-01-01 00:01:16	3-Critical	U001.0	No UCD's Received - Timeout
    1970-01-01 00:01:05	3-Critical	T001.0	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
    1970-01-01 00:00:58	3-Critical	T002.0	SYNC Timing Synchronization failure - Failed to acquire FEC framing
    1970-01-01 00:00:57	3-Critical	T001.0	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
    1970-01-01 00:00:39	3-Critical	R004.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
    1970-01-01 00:00:06	3-Critical	R002.0	No Ranging Response received - T3 time-out (US 1)
    1970-01-01 00:00:03	6-Notice	M571.1	Ethernet link up - ready to pass packets
    1970-01-01 00:00:02	6-Notice	M571.4	Ethernet link dormant - not currently active
    2008-05-02 21:24:01	6-Notice	E111.0	SW download Successful - Via NMS
    2008-05-02 21:22:46	6-Notice	E101.0	SW Download INIT - Via NMS
    2008-05-02 21:07:47	3-Critical	R005.0	Started Unicast Maintenance Ranging - No Response received - T3 time-out
    2008-05-02 10:53:39	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:12	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:06	3-Critical	R002.0	No Ranging Response received - T3 time-out (US 1)
    1970-01-01 00:00:04	6-Notice	M571.1	Ethernet link up - ready to pass packets
    1970-01-01 00:00:02	6-Notice	M571.4	Ethernet link dormant - not currently active
    2008-05-02 10:53:09	6-Notice	E111.0	SW download Successful - Via NMS
    2008-05-02 10:52:40	6-Notice	E101.0	SW Download INIT - Via NMS
    2008-05-02 08:54:03	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:53	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:39	3-Critical	R004.0	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
    1970-01-01 00:00:06	3-Critical	R002.0	No Ranging Response received - T3 time-out (US 2)
    1970-01-01 00:00:02	6-Notice	M571.1	Ethernet link up - ready to pass packets
    2008-05-01 16:43:33	6-Notice	I401.0	TLV-11 - unrecognized OID
    1970-01-01 00:00:13	3-Critical	D003.0	DHCP WARNING - Non-critical field invalid in response.
    1970-01-01 00:00:02	6-Notice	M571.1	Ethernet link up - ready to pass packets
    2008-04-30 20:41:12	6-Notice	I401.0	TLV-11 - unrecognized OID
    It's worth noting that a lot of these TLV-11 and Unicast errors correspond to the approximate time of my cable-modem going "whacko".
    Last edited by ltwally; 05-05-08 at 12:45 PM.

  4. #4
    Junior Member
    Join Date
    Mar 2008
    Posts
    13

    Addendum

    Also, on a less technical side of dealing with Cox....

    It took me quite a long time before I was able to reach anyone in their Corporate Customer Relations/Service department. After having reached someone, she rapidly put me in touch with a couple of their technical managers.

    This would seem a good thing... but while I have tried to stay pleasant, it appears that fixing whatever is wrong is more trouble than it is worth to them. Read on....

    The last conversation I had with them was a 3-way call, last Thursday, with the lady from Corporate and a Senior Field Tech Supervisor (or some such). She said little, but instead of addressing the issue, he brought up the following:
    1. My unwillingness to re-re-re-test (that would make it the 4th time) my computers and such. It would be a waste of my time, and I think he knows it... but this comment started a passive-agressive trend of making me out to be the bad-guy.
    2. My bandwidth consumption is apparently above average. This has absolutely nothing to do with my cable modem troubles. But he's building his case against me.
    3. He chastized me for examining my cable-modem logs. Apparently I'm not allowed to look into the logs of a piece of hardware that I own. I'm a real bad dude!


    That conversation ended with a promise to be watching closely in the mornings to see if they can find the problem. I thought all was well....

    Until the next day. I got a call from a very friendly fellow from Cox, who wanted to let me know that he had upgraded the firmware on my cable-modem and rebooted it. (Of course, he informs me after he's done this, instead of asking permission beforehand... but I didn't bring that issue up.) In the course of the conversation, I discover that he works for their Abuse Department.

    Whoa. What?!

    Apparently he has been instructed to look into my account activity for violations of their Terms-of-Service. They want to make sure that I'm not using more bandwidth than allowed, and that I'm not running any servers on my residential line. He further states that, just for my knowledge, Cox does have the right to "take action" if it finds me using too much bandwidth.

    Now, I'm not running any servers exposed to the outside world, though my bandwidth usage is probably close to the mark.

    If you add 2 + 2, you start to get the impression that Cox is looking for a way to terminate the customer with the problem (me), rather than fix the problem.

    Opinions? Advice?

  5. #5
    Elite Member trogers's Avatar
    Join Date
    Jan 2005
    Location
    Bangkok, Thailand
    Posts
    12,323
    Post your TCP Analyzer report.

    Do a tracert to www.yahoo.com and post.
    "Contentment is not the fulfillment of what you want, but is the realisation of how much you already have" - anon

  6. #6
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    TCP Analyzer:

    SpeedGuide.net TCP Analyzer Results
    Tested on: 05.05.2008 23:07
    IP address: 70.162.xxx.xx

    TCP options string: 020405b40103030201010402
    MSS: 1460
    MTU: 1500
    TCP Window: 65700 (multiple of MSS)
    RWIN Scaling: 2
    Unscaled RWIN : 16425
    Reccomended RWINs: 64240, 128480, 256960, 513920
    BDP limit (200ms): 2628kbps (329KBytes/s)
    BDP limit (500ms): 1051kbps (131KBytes/s)
    MTU Discovery: ON
    TTL: 50
    Timestamps: OFF
    SACKs: ON
    IP ToS: 00000000 (0)

  7. #7
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    Yahoo Tracer-Route

    Code:
      1     *        *        *     Request timed out.
      2    11 ms    10 ms    12 ms  10.119.64.1
      3    11 ms     9 ms     8 ms  ip68-2-6-21.ph.ph.cox.net [68.2.6.21]
      4    10 ms     8 ms    19 ms  68.2.13.94
      5    20 ms    10 ms    13 ms  68.2.13.9
      6    10 ms    12 ms    10 ms  68.2.13.5
      7    13 ms    23 ms    12 ms  68.2.13.1
      8    17 ms    10 ms    18 ms  chnddsrj01-ae2.0.rd.ph.cox.net [68.2.14.9]
      9    36 ms    25 ms    23 ms  langbbr01-ae0.r2.la.cox.net [68.1.0.232]
     10    61 ms    45 ms    46 ms  so-2-0-0.pat1.dax.yahoo.com [216.115.96.50]
     11    77 ms    78 ms    82 ms  so-6-0-0.pat2.che.yahoo.com [216.115.96.61]
     12    95 ms   105 ms    91 ms  so-4-1-0.pat1.dce.yahoo.com [216.115.101.144]
     13   151 ms    92 ms    88 ms  ge-3-1-0.pat2.dce.yahoo.com [216.115.102.115]
     14    90 ms    93 ms    85 ms  ge-0-0-0-p101.msr1.dcn.yahoo.com [216.115.108.3]
     15   113 ms    90 ms   103 ms  ge5-2.bas2-m.dcn.yahoo.com [216.109.120.199]
     16    97 ms    97 ms   111 ms  w2.rc.vip.dcn.yahoo.com [216.109.112.135]

  8. #8
    Elite Member trogers's Avatar
    Join Date
    Jan 2005
    Location
    Bangkok, Thailand
    Posts
    12,323
    Quote Originally Posted by ltwally View Post
    TCP Analyzer:

    SpeedGuide.net TCP Analyzer Results
    Tested on: 05.05.2008 23:07
    IP address: 70.162.xxx.xx

    TCP options string: 020405b40103030201010402
    MSS: 1460
    MTU: 1500
    TCP Window: 65700 (multiple of MSS)
    RWIN Scaling: 2
    Unscaled RWIN : 16425
    Reccomended RWINs: 64240, 128480, 256960, 513920
    BDP limit (200ms): 2628kbps (329KBytes/s)
    BDP limit (500ms): 1051kbps (131KBytes/s)
    MTU Discovery: ON
    TTL: 50
    Timestamps: OFF
    SACKs: ON
    IP ToS: 00000000 (0)
    Are you using Vista?

    Do a tracert to www.yahoo.com and post.
    "Contentment is not the fulfillment of what you want, but is the realisation of how much you already have" - anon

  9. #9
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    It should be noted that I have fully tested my equipment. I have bypassed my firewall with three seperate computers, each with different cables and even different operating systems.

    I have replaced the cable modem, twice - including its power adapter.

    It is not a LAN-side problem.

  10. #10
    Elite Member trogers's Avatar
    Join Date
    Jan 2005
    Location
    Bangkok, Thailand
    Posts
    12,323
    Tracert shows request timed out at the first hop between you and the router.

    Check the connection properties with ipconfig /all command.
    "Contentment is not the fulfillment of what you want, but is the realisation of how much you already have" - anon

  11. #11
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    Quote Originally Posted by trogers View Post
    Are you using Vista?

    Do a tracert to www.yahoo.com and post.


    One of my machines runs Vista. I must re-iterate: this problem is not a LAN-side issue. I can replicate the same issue, completely bypassing the firewall and going straight to a computer. I have verified this with machines running the following: Vista, FreeBSD 6.2, Windows Server 2003.

  12. #12
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    Quote Originally Posted by trogers View Post
    Tracert shows request timed out at the first hop between you and the router.

    Check the connection properties with ipconfig /all command.
    My hardware firewall/router is configured to blackhole ICMP packets, which is why the first hop doesn't show.

  13. #13
    Elite Member trogers's Avatar
    Join Date
    Jan 2005
    Location
    Bangkok, Thailand
    Posts
    12,323
    Ping times at your modem in hop 2 are uneven. As its signal power levels are good, I suspect your modem is being affected by interference from some nearby electrical device(s).

    Turn off power to the modem and relocate it a few feet away from ALL other electrical device(s). Then power on and check ping times at hop 2 to see if you get 3 equal ping times.
    "Contentment is not the fulfillment of what you want, but is the realisation of how much you already have" - anon

  14. #14
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    Quote Originally Posted by trogers View Post
    Ping times at your modem in hop 2 are uneven. As its signal power levels are good, I suspect your modem is being affected by interference from some nearby electrical device(s).

    Turn off power to the modem and relocate it a few feet away from ALL other electrical device(s). Then power on and check ping times at hop 2 to see if you get 3 equal ping times.
    That is an interesting theory, and I will test it later this evening. However, I must note that my hardware configuration has been the same for many months before this problem ever cropped up. I would have thought, had EM been the cause, I would have noticed it months ago.

    Still, I will test it out, tonight.

  15. #15
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    Quote Originally Posted by trogers View Post
    Ping times at your modem in hop 2 are uneven. As its signal power levels are good, I suspect your modem is being affected by interference from some nearby electrical device(s).

    Turn off power to the modem and relocate it a few feet away from ALL other electrical device(s). Then power on and check ping times at hop 2 to see if you get 3 equal ping times.
    It's also worth noting that, where I'm at, it is currently 8:30pm in a highly residential area - well within a cable company's "peak hours." It is quite possible that the node I'm on is simply experiencing high traffic at the moment.

  16. #16
    Elite Member trogers's Avatar
    Join Date
    Jan 2005
    Location
    Bangkok, Thailand
    Posts
    12,323
    Quote Originally Posted by ltwally View Post
    That is an interesting theory, and I will test it later this evening. However, I must note that my hardware configuration has been the same for many months before this problem ever cropped up. I would have thought, had EM been the cause, I would have noticed it months ago.

    Still, I will test it out, tonight.
    Another source of signal problem found in the connections of some members here is coiled up signal or power cables that will cause EMI.
    "Contentment is not the fulfillment of what you want, but is the realisation of how much you already have" - anon

  17. #17
    Junior Member
    Join Date
    Mar 2008
    Posts
    13
    I moved the cable modem into the bathroom, away from all my other equipment. Same ping results.

    And, after pondering it.... that makes sense. I'm having the exact same problem with 3 different cable modems. Yet nothing else has changed for months. If the problem were EMI, it should have cropped up a long time ago.

    At this point, it pretty much has to be something outside of my home. Just because Cox claims that they see nothing wrong with their gear doesn't mean there isn't a problem with their gear.

    And, then, there are the oddities in my cable modem log... does anyone know what those mean?

  18. #18
    Junior Member
    Join Date
    Jul 2008
    Posts
    3

    For what it's worth

    I'm having the EXACT same issue with my connection.

Similar Threads

  1. Cox Cable upload
    By jackpan in forum Broadband Tweaks Help
    Replies: 5
    Last Post: 07-25-11, 12:09 PM
  2. Cox Cable problem
    By ltwally in forum General Broadband Forum
    Replies: 1
    Last Post: 07-28-08, 01:21 AM
  3. Having trouble with my Cable Modem
    By ruggutah in forum General Broadband Forum
    Replies: 8
    Last Post: 07-27-08, 01:29 AM
  4. Cox Cable 7mbps/WinXP---Pls Review
    By mok85281 in forum Broadband Tweaks Help
    Replies: 7
    Last Post: 10-05-07, 11:07 AM
  5. Cable folk (especially Cox)
    By Brk in forum General Discussion Board
    Replies: 23
    Last Post: 01-18-07, 08:28 AM

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •