[AZ] Dropped connections, modem says all systems go.

[AZ] Dropped connections, modem says all systems go.
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Zxypher @ 28th Oct 03:38PM:
[AZ] Dropped connections, modem says all systems go.

For the past few days I've been losing my connection seemingly every time I let it go idle for an hour or so. It could be more or less frequent than that but with class and such I always come home and I'm unable to establish any sort of connection. The modem still shows all lights ready, I don't lose my IP. I have to reboot the modem then, all is well. I'm wondering if it's Cox or do I need to look into getting a new modem.

Any help would be greatly appreciated.

Location: Mesa, AZ. Power & Brown
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Zxypher @ 28th Oct 11:42PM:
Re: [AZ] Dropped connections, modem says all systems go.

I've been trying to browse around and while I'm pretty handy with PC and Software stuff, Modems I've never dealt with.

I checked my signals and they are within the ranges listed in the FAQ.

My Firmware: SB5100-2.3.2.5-SCM01-NOSH

Is that the problem?
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elpresidente @ 29th Oct 12:45AM:
Re: [AZ] Dropped connections, modem says all systems go.

From the description of the symptoms you are having I would think power saving options for your network card or on board a router if you use one. I had a netgear that had some lame bandwidth/power saving "feature" on it which would do pretty much the same thing. My utilities are included so to hell with power saving.
--
Lol Internet
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beefcake122 @ 30th Oct 08:29AM:
Re: [AZ] Dropped connections, modem says all systems go.

How do you guys check the modem firmware. I don't see this under the status / configuration IP address.
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CoxTech1 @ 30th Oct 09:14AM:
Re: [AZ] Dropped connections, modem says all systems go.

said by Zxypher :

I've been trying to browse around and while I'm pretty handy with PC and Software stuff, Modems I've never dealt with.

I checked my signals and they are within the ranges listed in the FAQ.

My Firmware: SB5100-2.3.2.5-SCM01-NOSH

Is that the problem?

Yes, we've recently observed a trend with SB5100's running older firmware in the Phoenix market having trouble maintaining a connection. If you could PM me the modem's MAC address I can try upgrading yours.
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jsmiddleton4 @ 31st Oct 10:30AM:
Re: [AZ] Dropped connections, modem says all systems go.

"observed a trend with SB5100's running older firmware"

Why? What did Cox change that caused this sudden observation?
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threegsus @ 31st Oct 08:24PM:
Re: [AZ] Dropped connections, modem says all systems go.

said by beefcake122 :

How do you guys check the modem firmware. I don't see this under the status / configuration IP address.

Interestingly enough, it's under the Help tab of your Motorola Configuration Manager at »192.168.100.1/
--
Best reason for living in the Now —
"In the long run, we'll all be dead." John Maynard Keynes
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epluribus @ 2nd Nov 01:43AM:
Re: [AZ] Dropped connections, modem says all systems go.

We've been having similar quandries on the west side for the past week [into November '09]; modem needs to be rebooted more frequently than usual and all specs browsed online seem nominal. Cox told me (of course) that it was my modem yet other folks have good modems and similar problems. Do we think Cox is balancing something, like getting ready for DOCSIS 3. What is your modem, BTW, DOCSIS 2 or 3?
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AZHSISUPPRT2 @ 2nd Nov 08:52AM:
Re: [AZ] Dropped connections, modem says all systems go.

Zxypher's modem is a DOSCSIS 2.0 modem. The Motorola 6100 series are their DOCSIS 3.0 modems.

Thanks,
--
Chris@Cox Communications Arizona
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anon @ 2nd Nov 10:11AM:
Re: [AZ] Dropped connections, modem says all systems go.

I'm in Mesa and have been having a horrible time for at least a month. I replaced my old SB3100 with an SB6120 and the problem persists.

Funny thing - when I call the Cox automated support, it says it's going to send a signal and we'll see what comes back. A few minutes later it reports it didn't get the signal back or it didn't look good, so they go an reboot the modem.

When I talk with a live person they say there is no problem and they have no explanation.

I'd like to know why their automated system says there's a problem with the signal. (btw, the modem "signal" page looks okay)

Weird and frustrating.
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jsmiddleton4 @ 2nd Nov 11:37AM:
Re: [AZ] Dropped connections, modem says all systems go.

Cox clearly changed something. And that is the way it is. I understand. Things change. Sometimes updates cause problems. I and I think we all understand that. It would be nice to know what Cox changed is all.
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madden2k5 @ 2nd Nov 12:03PM:
Re: [AZ] Dropped connections, modem says all systems go.

See the thing is most work there doing now is preparing for D3 or tweaking a few things if you already have d3 in your area. They wont give you any info on what they are doing because as mention before the marketing people want that spotlight.

Hell just a few weeks ago my internet was droping out regularly at night, and i asked what was going on and only got told they are gunna be doing upgrade around here sometime. Finally i got a straight answer when i got a piece of mail from cox stating they are gunna be doing EON upgrades in my area the week of november 2(this week). So it will be hard to get any info unless they send out letters letting you know what there doing.
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omessner @ 2nd Nov 08:55PM:
Re: [AZ] Dropped connections, modem says all systems go.

Just want to mention.... CoxTech1 updated my firmware on my SB5100 early today and it's been up and running all day.. That's the first time it's been up all day without multiple reboots in a couple weeks. THANKS AGAIN!

btw, over the weekend I ordered a 6120 as a potential solution. I went around to all the Fry's and BBuys in the valley. Everyone was sold out, so I went online. Funny thing was, I ran into another Cox user at the store and he mentioned he was there to 'upgrade' to the 6120 as the Cox rep said his modem might be on its deathbed. Looks like a firmware upgrade is all that's needed. However, it's really helping the new docsis 3.0 modem sales ;) I need a new one anyway for future tier upgrades, so I'll keep the 6120 when I get it...
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anon @ 3rd Nov 03:08AM:
msg deleted

deleted by a moderator
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epluribus @ 8th Nov 10:29AM:
Re: [AZ] Dropped connections, modem says all systems go.

Yeah, we can figure ... Just when did [y'all in] CoxLand advise its loyal users to upgrade to the next generation modem? :hmm: And ... has CoxLand informed anybody of potential issues with using such modems during the transition to D3?
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epluribus @ 8th Nov 02:55PM:
Re: [AZ] Dropped connections, modem says all systems go.

Per jsmiddleton4 "observed a trend with SB5100's running older firmware"
"Why? What did Cox change that caused this sudden observation?"

Exactly :o Thanks for the post. Would Cox be 'giving away the store' [or anything else that's not nailed down] for simply telling us that we can expect some disruptions for a while as they prepare their magnificently cobbled together system for higher throughput to some and higher charges to all. Noise, caps, limits on the topology, drop line stymied? Talk to us.

Have we been told in the clear to upgrade firmware? Does Cox do this anyway? Time to go with DOCSIS3 modems? Is this the Discovery network? Sorry for the rant, somewhat, but keeping us informed would probably keep us happier. Oh, forgot, nowhere else to go if you're >15,000 ft from a telco.
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Luculent @ 9th Nov 01:28AM:
Re: [AZ] Dropped connections, modem says all systems go.

said by CoxTech1 :

Yes, we've recently observed a trend with SB5100's running older firmware in the Phoenix market having trouble maintaining a connection.

I'm in Gilbert, AZ at Power & Ray and I was having the same problems as Zxypher for about a week though I haven't had the issue for a few days now.

What is the latest firmware version for the SB5100's? I'm currently running SB5101-2.4.1.5-SCM01-NOSH. Is this up to date or is there a newer version?

Also, I thought Cox pushed out the latest firmware when it became available or is this not the case.
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LtnKreationz @ 11th Nov 04:38PM:
Re: [AZ] Dropped connections, modem says all systems go.

I just tried to schedule a tech to come out to check my signals and the person I spoke with said the levels are showing fine on their end. If someone comes out, I may be paying $100 fee. Really? My modem is dropping intermittently. Here are my levels....

madden2k5 @ 11th Nov 04:40PM:
Re: [AZ] Dropped connections, modem says all systems go.

Why not have the cox insurance plan for like $3 a month, and not have to worry about paying atleast $50 per tech visit?
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LtnKreationz @ 11th Nov 04:54PM:
Re: [AZ] Dropped connections, modem says all systems go.

said by madden2k5 :

Why not have the cox insurance plan for like $3 a month, and not have to worry about paying atleast $50 per tech visit?

I do have that. That's why I thought it was strange that he said that.
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Luculent @ 11th Nov 06:45PM:
Re: [AZ] Dropped connections, modem says all systems go.

Your Upstream Power Level is running a bit on the high side so you may have a signal issue. Typically that should be in the low 40's.

I also have the cox insurance plan and when I was having issues the Cox rep also told me they would charge me a fee to come out. After I told him I had the plan he check my account and essentially said "Oh ya, never mind." Just be sure the rep is aware and you should be fine.
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LtnKreationz @ 11th Nov 07:15PM:
Re: [AZ] Dropped connections, modem says all systems go.

This was the best I could do for my levels. Does this look any better?

madden2k5 @ 11th Nov 09:12PM:
Re: [AZ] Dropped connections, modem says all systems go.

You def need a tech out, your downstream power level is now maxed out at 15 which goes from -15 to 15, and 0 being the best. But the upstream power level is better though.
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LtnKreationz @ 11th Nov 09:18PM:
Re: [AZ] Dropped connections, modem says all systems go.

said by madden2k5 :

You def need a tech out, your downstream power level is now maxed out at 15 which goes from -15 to 15, and 0 being the best. But the upstream power level is better though.

I just can't win. One goes up, the other comes down. LOL. Is this even fixable?
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madden2k5 @ 11th Nov 09:22PM:
Re: [AZ] Dropped connections, modem says all systems go.

Signal issues are always fixable. The thing is you always want your modem to run off the first splitter once the cable line from the street hits the house, and you want it on a 2way or 3way(if on a 3way use the 3.5db loss hookup).
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LtnKreationz @ 12th Nov 07:59PM:
Re: [AZ] Dropped connections, modem says all systems go.

So a tech came out today. He had to install a reverse amp because the signals were way hi at the tap. In the end here are the results....

madden2k5 @ 12th Nov 08:36PM:
Re: [AZ] Dropped connections, modem says all systems go.

alot better, and you shouldn't have anymore problems atleast related to sinal issues.
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squarecat @ 14th Nov 06:23PM:
Re: [AZ] Dropped connections, modem says all systems go.

I'm in Surprise, and wanted to drop in my experience from the last month or two (at least) of dropped connections. On average it's once a day, sometimes 2 or 3 modem restarts are necessary.

There's no indication of why, as my modem signal levels are roughly unchanged for 6 years. I guess I'll have to bite the bullet and subject myself to the Cox's insulting automated phone help..
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LtnKreationz @ 14th Nov 07:47PM:
Re: [AZ] Dropped connections, modem says all systems go.

So it's been a few days since a Cox contractor was out here and my modem is still dropping. Maybe I shoudl just go back to my SB 5120. I've had Cox for 2 years nows with no problems until I decided to upgrade to Premium Plus. I just called support and another tech is coming out tomorrow between 8-10. This really stinks!! :(

EDIT: OMG! My modem is dropping like crazy now. First it to be every hour on the hour and now it's dropping like every 15 minutes. AAAAAHHHHHHHHHHH!!!

EDIT: So I called Motorola tech support to find out what the errors mean in the log and they said that the modem is not configured properly on the network. They also did say that it can not be configured the same way a SB5101 would. The tech (end to end) that was here this morning said his supervisor was going to be out in a couple of hours to connect his laptop directly to the tap to see where the problem exist. I'm calling in again to make sure my modem is configured properly. I also did learn that there are 2 hardware versions of the 6120. If the serial number begins with a 1, it's version 1 and if the serial number begins with a 3, then it's version 3. What has changed? I have no idea.
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LtnKreationz @ 15th Nov 09:12PM:
Re: [AZ] Dropped connections, modem says all systems go.

How do my levels look now? I did some re-adjusting of my own.

madden2k5 @ 15th Nov 09:18PM:
Re: [AZ] Dropped connections, modem says all systems go.

They look good compared to what they did. your signals levels are pretty much exactly the same as mine, minus the bonded channels.
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LtnKreationz @ 15th Nov 09:23PM:
Re: [AZ] Dropped connections, modem says all systems go.

said by madden2k5 :

They look good compared to what they did. your signals levels are pretty much exactly the same as mine, minus the bonded channels.

What do you mean minus the bonded channels?
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madden2k5 @ 15th Nov 09:27PM:
Re: [AZ] Dropped connections, modem says all systems go.

I don't have D3 in my area yet, but do have the same modem and etc. So i said minus the bonded channels.
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asundvl1 @ 18th Nov 12:36PM:
Re: [AZ] Dropped connections, modem says all systems go.

Any resolution on this issue OP? I am having similar problem for last week or so.
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CoxTech1 @ 18th Nov 12:48PM:
Re: [AZ] Dropped connections, modem says all systems go.

The OP had a SB5100 which needed a new firmware to correct stability issues.
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jjon90 @ 19th Nov 09:47AM:
Re: [AZ] Dropped connections, modem says all systems go.

Why doesn't Cox update firmware automatically?

How about posting the latest firmware on ones Cox log in page with a link to the download so we can do the update.

I never new my firmware needed upgrading (Thanks CoxTech1) until I posted here.

Neither did the four techs who came out to my house, nothing was ever mentioned about firmware upgrades..

Now that my firmware was upgraded, I have a solid connection with no drops so far! :D
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CoxTech1 @ 19th Nov 09:58AM:
Re: [AZ] Dropped connections, modem says all systems go.

Firmware cannot be updated from the customer side of the modem so there's no point in posting it anywhere. We did ask about implementing a mandatory update for the 5100's but we were told that since it wasn't known for sure that there was a firmware problem or that the firmware wouldn't cause other problems it would be best to address individual reports of problems on a case by case basis.
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jjon90 @ 20th Nov 12:13PM:
Re: [AZ] Dropped connections, modem says all systems go.

I see, now it makes sense.
Thanks again for all your help!
I will gladly volunteer to be a firmware tester.
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