DOCSIS3.0 Modem timing out and restarting

Hello,

 

I've had multiple occurrences of random disconnects through out the day that I have been recording since I've been "upgraded" to a DOCSIS3.0 modem.

 

Previously I had a Moto Surfboard DOCSIS 2.x - never any issues with speed or holding a connection.

Months after my service starting (started with cox in Feb 2014), I came home to a Cox door handle note that said that they've identified a SIGNAL LEAK coming from my house. My service was immediately suspended and a tech was scheduled to come out to repair.

The tech identified my Surfboard to be the problem. I asked what could we do about it because it was my own personal modem from past service with other providers. He suggested to upgrade to a new DOCSIS3.0 which he did have a Cisco DCP3010. So he hooked that up and left with my modem.

*I've heard from other techs that have come out that they shouldn't have taken my modem. I am certain that Cox can look up my MAC address history and find that modem and verify that it was mine.

Since that tech left, I've been having constant disconnecting problems. I also report no speed increases or even 35% of the 50mb that I'm subscribed to. I've actually seen speed decreases and depending on the phone support technician, I will see anywhere between no packet loss to 2%-8% packet loss.

On two occasions, technicians have come to my home to check the house connections via Smart Panel and the main feed outside the house. They have found nothing wrong with my house connections, this house was also built in 2014 (notable fact to slightly rule out bad coaxials or DIY wall connections).

Both occasions, technicians have replaced or "repaired" the coaxials either clipping the heads and adjusting the leads or "correctly" tightening the coaxial connections.

I'm still having problems with random disconnects.

With the Cisco DCP3010, no logs were available on it's gateway. However, Cox solutions store was able to swap it for a Motorola Arris modem. This modem at least had logs, I have called and talked to in-store and on-site techs at my home but no one will look at the logs. I've had the Arris for two days and upon seeing these errors, I thought I hit the nail on the head and finally have proof. I took it to the store and they took the modem and gave me another DCP3010 to try. Still problems.

A technician just left my house saying that all the connections were OK in the home, he did say that some of the connections were on too tight, so he corrected them. He said the main feed was reading fine, but all in all the house and the set up was perfect.

He left and I started to test connections. Using the cox.net speed test, i'm seeing 5mb down 6mb up on wired. On Wifi, i'm seeing 4mb down 4mb up.

It is important to know that before with my own surfboard, pre-signal leak notice on my door, I was happy paying for 50mb download speed and only reporting 25-35mb download with no connection lost. I have the Arris logs pasted below, also the signal readings from the DCP3010 (which seem fine to me).

DCP3010 (current modem):

Cable Modem State
		DOCSIS Downstream Scanning: Completed DOCSIS Ranging: Completed DOCSIS DHCP: Completed DOCSIS TFTP: Completed DOCSIS Data Reg Complete: Completed DOCSIS Privacy: Enabled
Downstream Channels
		Power Level: Signal to Noise Ratio: Channel 1: 0.6 dBmV 40.5 dB Channel 2: 0.6 dBmV 40.5 dB Channel 3: 0.8 dBmV 40.4 dB Channel 4: 0.6 dBmV 40.6 dB Channel 5: 0.3 dBmV 39.9 dB Channel 6: 0.3 dBmV 39.7 dB Channel 7: 0.9 dBmV 39.9 dB Channel 8: 1.2 dBmV 40.1 dB
Upstream Channels
		Power Level: Channel 1: 44.5 dBmV Channel 2: 45.2 dBmV Channel 3: 46.2 dBmV Channel 4: 43.7 dBmV

 

 

Arris modem (3 days ago, truncated more available)

Time Priority Description

2015­04­23 09:04:12

DHCP RENEW WARNING ­ Field invalid in response v4 option;CM­ MAC=94:62:69:f1:65:3

2015­04­21 20:23:39

4­Error

5­ Warning

MDD message timeout;CM­MAC=94:62:69:f1:65:39;CMTS­MAC=a4:4c:11:8b:33:c8;CM­ QOS=1

2015­04­21 20:23:36

3­Critical SYNC Timing Synchronization failure ­ Failed to acquire QAM/QPSK symbol timing;;

2015­04­21 20:23:35

5­ Warning

MDD message timeout;CM­MAC=94:62:69:f1:65:39;CMTS­MAC=a4:4c:11:8b:33:c8;CM­ QOS=1

2015­04­21 20:23:34

3­Critical SYNC Timing Synchronization failure ­ Failed to acquire QAM/QPSK symbol timing;;

2015­04­21 10:34:26

5­ Warning

MDD message timeout;CM­MAC=94:62:69:f1:65:39;CMTS­MAC=a4:4c:11:8b:33:c8;CM­ QOS=1

2015­04­21 10:34:22

3­Critical SYNC Timing Synchronization failure ­ Failed to receive MAC SYNC frame within ti

2015­04­21 10:34:19

3­Critical Started Unicast Maintenance Ranging ­ No Response received ­ T3 time­out;CM­MAC=

2015­04­21 09:04:12

DHCP RENEW WARNING ­ Field invalid in response v4 option;CM­ MAC=94:62:69:f1:65:3

2015­04­16 09:04:28

4­Error

3­Critical No Ranging Response received ­ T3 time­out

2015­04­16 09:04:13

TLV­11 ­ unrecognized OID;CM­MAC=94:62:69:f1:65:39;CMTS­ MAC=a4:4c:11:8b:33:c8;CM

2015­04­16 09:04:13

6­Notice

4­Error Missing BP Configuration Setting TLV Type: 17.9;CM­MAC=94:62:69:f1:65:39;CMTS­MA

2015­04­16 09:04:13

4­Error Missing BP Configuration Setting TLV Type: 17.8;CM­MAC=94:62:69:f1:65:39;CMTS­MA

2015­04­16 09:04:13

5­ Warning

DHCP WARNING ­ Non­critical field invalid in response ;CM­MAC=94:62:69:f1:65:39;

2015­04­16 09:03:53

3­Critical No Ranging Response received ­ T3 time­out

2015­04­16 09:03:11

6­Notice T4 No Station Maint Timeout ­ Reinitialize MAC...

2015­04­16 09:03:11

3­Critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o

2015­04­16 09:01:01

3­Critical Started Unicast Maintenance Ranging ­ No Response received ­ T3 time­out;CM­MAC=

2015­04­16 08:18:08

DHCP RENEW WARNING ­ Field invalid in response v4 option;CM­ MAC=94:62:69:f1:65:3

2015­04­10 11:53:47

4­Error

3­Critical SYNC Timing Synchronization failure ­ Failed to acquire QAM/QPSK symbol timing;;

2015­04­10 11:53:25

5­ Warning

MDD message timeout;CM­MAC=94:62:69:f1:65:39;CMTS­MAC=a4:4c:11:8b:33:c8;CM­ QOS=1

2015­04­10 11:53:24

3­Critical SYNC Timing Synchronization failure ­ Failed to acquire QAM/QPSK symbol timing;;