Pulling my hair out...

[ATI RADEON 8500]

I have COX high speed internet 5mb / 2mb for past 3 years and everything worked great ever since until 3 months ago...

Began to notice it slowing down. Until 2 weeks ago it all went to hell. Internet keep dropping and takes 15 sec to 2 minute with 50% chance of fail to load a single webpage.

So I had somebody from COX to come and check it out.. First they blamed it on the splitter and bad crimping... So they replaced them then told me if there still any problem I would need to buy another modem... then he left.

Still had problem so I went to COX office and bought another modem... Installed but it didn't work at all. So I called them to fix that and they came then did something and then it worked. But internet was still slow.

Today I had so much trouble trying to load any web page. Being so slow and keep dropping.

I feel I'm being ripped off... Paying for monthly fee then buying modem and now I'm probally going be charged a fee for having them come over again...


WTH can I do??? :mad:

[Sterling_Aug]

It does sound like a rip off. You should not have had to pay for a new modem.

Have you tried flashing the latest firmware for the modem?

Have you scanned for virus and spyware?

[ATI RADEON 8500]

They said my first modem which I had for more than a year was out of it's 1yr warranty...

The Scientific Atlanta WebSTAR DPC2100R2 modem was brand new and I don't see any option to flash it. All feature on it wasn't enabled except for system information.

I did see all the feature on the 2nd replacement but when they replaced it with the 3rd one.. those option went away.

Can't be spyware because it's happening to all of my computers/devices wired and wireless.

When I get dropped I figured restarting the modem would fix the problem... That never happened because it would connect to my router (Linksys WRT54G 6.0 with lastest flash) but wouldn't get online for few mins.

[herosrest]

Did you flash the firmware?

[bruceb]

You need to try a few things

1): Do you have a router ? ? ? .. If so try either another router
or put the computer directly into the cable modem output and
see if it works properly.

2): COX needs to check the Level of the Digital Signal coming
into your home. It is very likely they have either a bad fiber splice
or a bad tap into one of their line amps

3): As to flashing the firmware, if it is a Modem that COX recommended
or you got it direct from them, it probably already has the correct firmware.
The modem, should have a connection log, which will tell when it drops
and for how long. It may also see the signal level.

What should my modem signal levels be? (#3692)

Information on signal levels: http://homepage.ntlworld.com/robin.d.h.walker/cmtips/signal.html#signal

Downstream power level (Receive): -15dbmV to +15dbmV
A value of -15 or worse indicates a poor downstream signal path. A tech would aim for a value close to the optimal 0 dBmV, but a good cable modem should be capable of working within the broader range of -15 to +15 dBmV, provided the downstream Signal to Noise Ratio remains good enough.

Upstream (Transmit): +8dbmV to +58dbmV.
A value within the range +25 to +55 dBmV is within spec with 40's the most common. The lower this figure is, the better the upstream path to the UBR. If the cable modem is going offline, and the upstream signal strength is at +58dBmV, then a poor upstream path is probably the problem.

Carrier/Noise Ratio: 30dB to 36dB .
The downstream Signal to Noise Ratio must be 23.5 dB or higher, and should ideally be 30 dB or higher. The lower ratio the more noise and the poorer the performance. The Cable Modem will have to keep requesting retransmissions of packets with uncorrectable errors.

Above info was from this page:

http://www.broadbandreports.com/faq/coxhsifaq/1._General

Note also, a quick search turns up the fact that a lot of people with COX Hi Speed Internet
have outages very often and are not satisfied.

[Shoreguy]

Can't be spyware because it's happening to all of my computers/devices wired and wireless.
Stinkin thinkin. Bots can easily be placed on all IP's past a router with/without a firewall if hacked. If you're sharing drives/network drives, virus' spread...hence the name. What are you using for firewall/spyware/av ?
Have Cox monitor and log your IP traffic. ...have them also do it when systems 'seem' to be idle for at least 20min. Are they seeing anything abnormal?
Are any of your systems using a peer to peer or bittorrent application? Even after those are exited, they can very much still be active in the background as a supernode.

[ATI RADEON 8500]

I only updated the Router's firmware. I cant do that with the modem.
Receive power level -35 dBmV
Transmit Power level 38.8 dBmv
Cant veiw Noise because that info in disabled pannel.
Cant veiw Log because thats in diabled pannel as well.

I have tried my other 2 routers and directly to modem but no change.

Devices that I have using the internet is the following

2 Wireless computer
1 Wired computer
1 Wii
1 Xbox 360
1 Sorenson Video Phone

All 3 computer are Window XP behind AVG, ADAware, and Window Firewall. No P2P program running. I maintain all computer daily making sure everything is updated and clean.

I dont think bots or virus can spread to Wii or Xbox 360 or my video phone right? Yet I see slow down and dropping from those 2 device as well. Thats why I know it's not virus or spyware or P2P.

The router is private and not set to share with neighbors and it is set to only allowed specfic MAC Address from accessing and have WEP 128bit security set and doesn't boardcast SSID.

[bruceb]

You have isolated the problem to a bad rec signal level, for certain.
You can try a new cord or coax from the modem to the cable service
and if it is still bad, then call COX and get them to come out and
measure the level at the point of entrance to your home. If ok, it is
a wiring issue in the home. If bad, they have a problem and need to
find / fix it.

[ATI RADEON 8500]

Receive power level -35 dBmV


I meant this to be -3.5 Not -35dBmV.

Currently it's -4.2dBmV.

They came to my home twice and checked the signal both time and said it was excellent...

They just don't stay long enough to see it going down.

[Train]

The modem when first powered up goes out and gets the latest firmware, that is how they limit your bandwidth. To update the modem, unplug the power for a minute and plug it back in. And it is possible for them to goof up the firmware also.
Getting that straight with a good tech, is how I found out what I did.

Just because it is a new modem does not mean it is a good one.

[bruceb]

If I read his response ok, he is on his 3rd modem. The Original, 1 he bought from
COX & 1 they changed on the second vist. That said, here is a link to COX which
tell you which modems are compatible for use with their systems. Me, personally,
I would probably try the Motorola unit.

http://support.cox.com/sdccommon/asp/contentredirect.asp?sprt_cid=f3c8a618-6be2-4859-b7db-6152e87bd537



Ambit 60678EU or U10C018

DLink DCM-202

Joohong SL2810

Linksys BEFCMU10 v3 or BEFCMU10 v4 or WCG200 or WCG200 v2

Motorola SB5100 or SB5101 or SB5120 or SBG900

RCA DCM315R or DCM425

Scientific Atlanta DPX2100 or DPC2100

SMC SMC8004 or SMC8013

Terayon TJ715 or TJ715x

Toshiba PCX2600

Zoom 5241

[Nightblade]

You need to try a few things

3): As to flashing the firmware, if it is a Modem that COX recommended
or you got it direct from them, it probably already has the correct firmware.
The modem, should have a connection log, which will tell when it drops
and for how long. It may also see the signal level.

What should my modem signal levels be? (#3692)

Information on signal levels: http://homepage.ntlworld.com/robin.d.h.walker/cmtips/signal.html#signal

Downstream power level (Receive): -15dbmV to +15dbmV
A value of -15 or worse indicates a poor downstream signal path. A tech would aim for a value close to the optimal 0 dBmV, but a good cable modem should be capable of working within the broader range of -15 to +15 dBmV, provided the downstream Signal to Noise Ratio remains good enough.

Upstream (Transmit): +8dbmV to +58dbmV.
A value within the range +25 to +55 dBmV is within spec with 40's the most common. The lower this figure is, the better the upstream path to the UBR. If the cable modem is going offline, and the upstream signal strength is at +58dBmV, then a poor upstream path is probably the problem.

Carrier/Noise Ratio: 30dB to 36dB .
The downstream Signal to Noise Ratio must be 23.5 dB or higher, and should ideally be 30 dB or higher. The lower ratio the more noise and the poorer the performance. The Cable Modem will have to keep requesting retransmissions of packets with uncorrectable errors.

Above info was from this page:

http://www.broadbandreports.com/faq/coxhsifaq/1._General

Note also, a quick search turns up the fact that a lot of people with COX Hi Speed Internet
have outages very often and are not satisfied.

Lemme correct a few things as Broadband reports is rather antiquiated

DN power Levels +5 to -10 dBmV
UP Power Levels +36 to +52 dBmV
SNR >32dB as anything below this value will be in the noise floor of the cable system

Flashing the firmware will FRAG your modem if Cox is using DOCSIS 1.1 which they prolly are.

Replacing the modem has been done, so I dont think its a modem issue which is one of the first things to try. Cable Tech looked at connections replaced some issues which is good

1. a -3.5 - 5 dBmV Downstream means you receiving a perfect signal from Cox
2. a +38dBmV Upstream means the modem is not having any issues sending the signal

Can you tell me the Frequency the modem is running on just the first 3 digits for example Mediacom which I have runs at 117mHz and Comcast typically uses 705 or 711 Mhz this will give me some insight as to where your HSI signal is running at for potential exteresttial problems

as mine runs at 117 Im hampered by the low freq, and mediacraps crappy infrastructure limits my speed to about 2-3 MB/s on a good day

the next thing I would look at is Start-Run-CMD > Ipconfig /all then ping the DNS server with the cmd [ping [xxx.xxx.xxx.xxx (your dns server's ip)] -N 100 -L 1024

if that goes thru capture screen image for me

then cmd [ping www.qwest.com -N 100 -L 1024] and show me that info

if you can see the symbol rates on the modems diagnostic screen that would sorta help too

my gut feeling is something is wrong in their node

the next call I would ask for a Mainline Tech to analyze the levels using a real meter and ask for the values

I m looking for the MBR (Median Error Rate) on the frequency of internet signal and the BER (Basic Error Rate) on the frequency of internet signal, asking for the Constellation is prolly asking too much

Keep a daily log, and report Cox to your State Regulation Commission like the IL commerce commission or the AZ Corp Commission, and also your local city? as the Cable companies have franchise agreements to provide service in your city

Recap, call for service, be home ask the tech to document/show the signal levels at the TAP/Ground Block/Modem

For the Internet Frequency, their highest Carrier (Freq) and lowest carrier
Downstream levels (off their meter) +5 to -10dBmV
Upstream levels (off their meter) >36dB <52dB
SNR of the Internet Signal (off their meter) >32dB
What QAM they use for their Internet Signal 64 or 256
Symbol Rate Down and Upstream (off their meter)
MBR of the Internet Freq (off their meter) >32dB
BER of the Internet Frew (off their meter) <1.0E-09
Pings of their DNS (off their meter) or their specific site
Pings to qwest.com (off their meter)
If they can NOT provide this info to you, ask for their supervisor as these are standard testing procedures, that Comcrap preforms

any other ?'s free feel to hollah

nB, Comcrap Tech IV, former Qworst Field Supervisor POTS/xDSL/VDSL/ISDN/T1/T3 Cert., MCSE 2000, CCNA

[Nightblade]

if you are looking for a good modem id personally use a Linksys solid as a rock even at high upstreams +54dBmV

Motorolas are good

RCA DCM-105?? the white ones are good for low Downstream -15 to -25dBmV operations yeah it aint gonna run smooth but they work at these levels, and I've heard of one at -35dBmV and personnally seen one at -29dBmV running smooth

but the D-Link 202s are easily hackable yes hackable and easily check eBay :x

I have the following
Linksys BEFCMU10 for 3+ years running on Mediacraps **** levels
D-Link 202 - Hacked for TESTING Purposes only
Motorola 4200 - Hacked for TESTING Purposes only

I would never recommend or conduse hacking your Cable Modem, I have as I work in the field for TESTING and EDUCATIONAL purposes only

nB

[Nightblade]

Ambit 60678EU or U10C018 - IMO GARBAGE

DLink DCM-202

Joohong SL2810 - IMO GARBAGE

Linksys BEFCMU10 v3 or BEFCMU10 v4 - Excellent for High Upstream Levels

or WCG200 or WCG200 v2 - IMO GARBAGE you want a modem / router buy em seperately el cheapo

Motorola SB5100 or SB5101 or SB5120 or 4XXX Series (only if you dont have DOCSIS 2.0) all are good

SBG900 - IMO GARBAGE you want a modem / router buy em seperately el cheapo

RCA DCM315R or DCM425 - all BLAH get the DCM-105 or is it 115 whatever number make sure its the White with Grey one funky shapped, the solid grey ones that are flat rectangular are OK

Scientific Atlanta DPX2100 or DPC2100 - IMO GARBAGE

SMC SMC8004 or SMC8013 - Dont know prolly **** tho

Terayon TJ715 or TJ715x - Dont know prolly **** tho

Toshiba PCX2600 - AVOID like the plague

Zoom 5241 - Dont know prolly **** tho

3com's Sharkfin is good too

[bruceb]

You make some good points & I tend to agree. COX has a problem in a node or
on a trunk line and they do not want to admit / fix it. As to any information I posted
above Signal Levels or Modems, that all came direct from the COX Website as
their recommended modems & what they think the levels should be on a working system.

[Nightblade]

those are the generic default levels from the old DOCSIS 1.0 days of 64 QAM most companies havent upgraded their training but you wouldnt want to be running in those margins with 256 QAM or DOCSIS 1.1 over trying to maintain speeds over 2-3Mb/s

[bushmaster]

So what are your signal levels ? 192.168.100.1 signal.

[Nightblade]

hey aTI radeon you got an neighbors on your mainline (like next door) we could levels from then form someone off a different leg

If all 3 are bd or marginal then the nodes is off
IF u bad an dur same leg run neighbor isnt, proll bad AMP on your line
IF u and adn ur same line nieghbor are bad and the third guy is good, then either we have a bad Minbridger or AMP on the one leg

Gee should only take a day to get a repair tech out there to document everything I said, and another day for the maintenance tech to come out.

Try to find out as much as possible, follow them and around and give em a $10 or $20 spot to loosen em up, then they ll feel more obligated to jacking the AMP levels right for you, not TOO high or TOO low

[ATI RADEON 8500]

Last Friday somebody from COX came again... checked the internet and replaced more cables.. which brought Receive Power level from -3 to -4 to -1 to 1. Then they said it's defiantly the cable in my home...

Thing is I've had those cable the way it was for past 2 years without touching it. Suddenly it's happening lately.. Just don't make sense.

Even after their 3rd visit I still had problems. In fact on Saturday I got dripped right middle of my online class test... God knows if I'll be able to retake it. :mad:

When I got dropped... I hard restart the modem and got access to the Log and Signal somehow..

http://img.photobucket.com/albums/v280/HYPERI0N/Signal.jpg

http://img.photobucket.com/albums/v280/HYPERI0N/Log.jpg

I'm supposedly to have ANOTHER visit from them this Wednesday. I'm not so sure about that.. Maybe I just should dump them for Verizon because COX obviously won't fix it.

[Nightblade]

Repost that diagnostic screen as the Modem was ranging as the Return Power level is at 14dBmV which is not right, well if it is u have a real problem that the modem is not working hard enough to send the signal back, which could mean a bad modem, but i beileve its still ranging and plus i d liek to see the log again with more data

make sure u ask for all those values i gave you when they come wednesday and make sure they are [B]NOT[B] a contractor for Cox

Plus if they dont have the meter to give you those results just ask for their supervisor

I HIGHLY doubt the problem is in your home, with those levels i could careless what the cables are you have plenty of GOOD signal to work with as 0 to -5 is perfectly fine and the SNR is at 37dB which tells me you are getting clean signal

[ATI RADEON 8500]

I'm unable to access the Signal and Log panel again.. :confused: But here what I can access.

http://img.photobucket.com/albums/v280/HYPERI0N/System-1.jpg

To date I'm still experiencing extreme slow down and frequent disconnections.. It's unbearable. If this BS don't get straighten out tomorrow I'm will ditch them for sure.

[bushmaster]

First off NB there is nothing wrong with getting a contractor cause there are plenty of in house guys that couldn't tell which way is up as well as some inept contractors.

Secondly in house techs have to get problems solved or move on within a certain time frame or their job cue gets backed up and they get **** from there OM's. So you might actually be better off having a good contractor come out cause they have to make it work proper or face a charge back for not getting the job done right and a good one will spend the time to get er done.

ATI you posted 2 different TX levels. One @ 14.0 dBmV, and one @ 35.8 dBmV.

Ask your neighbors if they are having similar problems. The cable co. knows if there is an issue in that node and if you ask to speak to a tech op's supervisor for that plant maybe you'll get a straight answer...or maybe not.

Without a good digital service or analysis meter you cant determine what your problem is. But you can make a jumper and run it straight from the ground block directly to your modem and then see what your signals look like.

35.8 TX is fine and your SNR and RX are good as well. Sounds like a puzzle untill you get the right guy out there.

[ATI RADEON 8500]

On Oct 3rd the very same hour they was working on my apt.. There was 6 trucks/vans from COX parked in our apt parking lots. After that day the internet was working great... Until 3 days ago when I saw another fleet from COX at our parking lot... Internet shot to hell once again.

I'm done with COX. Thanks everyone for their time to reply to my thread.

[bushmaster]

Sounds like they are having plant issues and won't own up to it.