Two weeks ago I upgraded from an old Motorola 5xxxx modem to a SB 6141,
retail "white". No problem provisioning and using initially. Speed as expected when working. No dropout problems with previous modem, very solid.
For the last five days, though, I'm having frequent dropouts:
-- Modem restarts
-- Sync down and up is quickly established
-- Hangs at "online" blinking
-- Reattempts sync, then fails at "online" again
-- Repeats for 10 to 30 minutes, then gets online again.
5 dropouts yesterday, 3 so far today.
No idea if it's an existing signal problem that the new modem exposed, problem with the new modem, or unrelated issue appearing on the Cox side.
SETUP:
COX HSI Premier
1 two-way coax splitter (to TV box and to modem)
Moto SB6141 modem, firmware 1.0.6.12
SIGNAL:
S/N down: 37 or 36dB
Pwr down: 3 or 4 dBmV
Pwr up: 46-48dBmV
Same numbers even when it is stuck at the blinking "online" stage, SNR
and power are very consistent. Those numbers are what I remember averaging
with the old modem too.
LOGS:
1. Sequence always begins with a T4 timeout:
3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
5-Warning T202.0 Lost MDD Timeout;
3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;
2. After that restart, modem will immediately get the solid greens on down/up, and status page will shows DOCSIS Downstream Channel Aquisition as "done"
3. The modem will then cycle through the following three error messages
over and over again until it does get an IP connection:
a) T201.0 Missing Mandatory MDD TLV on primary DS Channel
b) R02.0 No Ranging Response received - T3 time-out;
c) D02.0 DHCP FAILED - Request sent, No response
I have not yet called Cox, due to dreading the hold time and the inevitable pointless level-1 steps ("reboot your computer", etc).
What I'm wondering is:
-- Sound more like a real connection issue or a bad new modem? I can still return it (and maybe rent one for a month?)
-- Anything I should try for fixing the problem on my end?
-- Any other info I should collect before contacting Cox?
-- Any better way of contacting Cox? Any of the Cox reps here willing to help?
THANKS!
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