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Frustrating internet

December 21, 2017, 5:16 pm
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Started getting intermittent problems over a week ago. Broadband up and down. Download speeds of .2 with 30 upload, few minutes later download of up to 60 and upload .2, going back and forth. At night I lose broadband completely around 2am and it comes back up right around 6am. Tech support says its maintenance and planned until December 19th. December 20 still having same issues. Set up an in house tech call, guy comes out, looks at modem and says that's your problem. No tests of any kind. This is the 3rd modem I've had to buy in 9 months. 2 xNetgear CM1000's DOCSIS3.1 cox approved (first one lasted 6 months before constantly resetting itself) (2nd one less than a month), Moved to an Arris SB6190 DOCSIS3.0 cox approved as well. 2 months and its bad?!? 2 modems in a row questionable but 3 I draw the line. I have spent 500 in modems in 9 months. I have a nighthawk x6 3200 which has 0 issues. If the cox tech immediately knows the modem is bad w/o testing anything then why is it approved?! I cannot afford to keep replacing these. Am i forced to rent one on purpose ? Is your maintenance making my modems go bad? Can someone tell me what high powered modem to get that will last ? Please

-Super angry customer who would drop Cox for century link except they *** worse

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RE: 10th Day w/o Internet in New Orleans CBD

December 21, 2017, 8:57 pm
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I at least have internet, although, my cellular internet is much faster. I pay for the highest speed, can't seem to get anyone at Cox to get it fixed. My last speed check is 36down, 6 up. Ridiculous. So frustrating. Going on two weeks. My deadline is December 26th, it's fixed or I call Century Link. 

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RE: 10th Day w/o Internet in New Orleans CBD

December 21, 2017, 8:58 pm
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Allan, take a look at mine too if you would. I am 5 days away from firing Cox. 

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RE: 10th Day w/o Internet in New Orleans CBD

December 22, 2017, 12:00 am
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@lfcnaz

Please send full address and the primary name of the account holder to cox.help@cox.com.


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RE: Why is Cox email marking acceptable email as "Spam"?

December 22, 2017, 12:05 am
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@Taffeys,

We look forward to receiving your email.

Thanks,

Allan - Cox Support Forums Moderator

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RE: Frustrating internet

December 22, 2017, 12:07 am
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@Brizzle,

We can look into this ongoing internet issue for you. Please send us an email with your full address so we can help.

Thanks,

Allan - Cox Support Forums Moderator.

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RE: phishing email forwarding

December 22, 2017, 4:31 am
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Volpone,

Are you sending from webmail or an email client?
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phishing email forwarding

December 22, 2017, 4:11 am
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I find it odd that when I receive a suspect phishing email and attempt to forward it as an attachment to abuse@cox.net or phishingreport@cox.net; I get the following error:

"An error occurred while sending mail. The mail server responded:  5.2.0 ozef1w00M4qm8we01zefaX This message was undeliverable. This message has been found to be a potential spam message, and has therefore been blocked. Please visit http://ww2.cox.com/coxagainstspam for more information.. Please check the message and try again."

It seems strange to me you would deliver it to my email address, but not allow me to forward it to you or other entities, abuse or phishing address's so it can be properly handled. 

I also get this error message if I attempt to forward the suspect email to the Federal reporting agency (spam@uce.gov) or if I can determine the company that has been spoofed, ex. (spam@docusign.com, fraud@ups.com, etc.).  If we are not allowed to forward suspect emails, what is the point of having spam/phishing support sites?      

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RE: Frustrating internet

December 22, 2017, 10:26 am
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for god sake do NOT rent one. We rented the newest modem/router combo and our speed went from 100gb over the 5 wireless band down to 30 the tech tried everything to get the wireless speed up, even rewired from the pole to the house and their equipment didn't work worth a ***.Went back to my old modem docis 3.0 and a nighthawk 1900 ac router. the speeds went right back to 100+ on the wireless. Now all the speed tests show 100+ but all the webpages even the cox webpage load super slow. but file d/l's are fine. We are thinking about satellite internet. since your right about century link. good luck with your issue.
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RE: Access Denied "You do not have permission to access..."

December 22, 2017, 1:17 pm
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Access Denied "You do not have permission to access..."

December 22, 2017, 10:04 am
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Recently random unrelated sites have returned "Access Denied"  "You do not have permission to access...[URL]"  same sites, multiple computers in the same household.

I am not currently blocking any sites manually.  Rebooted/Reset (not factory) the router.  Flushed the DNS.  Contacted one of the affected websites (Steampowered.com).  They looked at their end and found nothing "Contact your ISP" was their reply.

Anyone else encountering this issue?

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RE: Access Denied "You do not have permission to access..."

December 22, 2017, 1:18 pm
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Steampowered.com works for me on cox do you have a modified hosts file?  contact cox

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RE: Something is very wrong with my account

December 22, 2017, 1:19 pm
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call in would be faster then waiting here for help

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Cannot Login to IMAP Server Via Outlook

December 22, 2017, 3:37 pm
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I've used Outlook with my Cox email account for years with no problem.  Just recently, Outlook started asking for my IMAP server password when in Outlook.  I've typed my password correctly several times but the request to enter my password persists.  In desperation, I deleted the account in Outlook and tried to set it back up.  Outlook will allow me to login to the SMTP server but will not allow me to log into the IMAP server.  In fact, I can send email just fine from this account but cannot receive email.  I can only get my incoming email through webmail.

Note that this happens with my secondary email account only.  My primary email account that I set up when I started my service will send and receive just fine.  Also, I noticed that the new myemail.cox.net treats both email accounts just the same (I cannot receive email from my secondary account but I can send email from the account).

When trying to set up the account in Outlook, I am required to try sending a test message.  I get the following error message regarding the incoming message:

"Log onto incoming mail server (IMAP):  The connection to the server was interrupted.  If this problem continues, contact your server administrator or Internet service provider (ISP)."

I did contact Cox but they were only able to point me to the FAQ that I'd already perused.  No luck using the recommended IMAP port 993, SMTP port 465, both SSL and SMTP requiring authentication.

Thanks.

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RE: Something is very wrong with my account

December 22, 2017, 4:32 pm
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@rcellis,

We can look into this issue for you. Please send us an email with your full address to cox.help@cox.com so we can help resolve this issue for you.

Thanks,

Allan - Cox Support Forums Moderator.

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Something is very wrong with my account

December 22, 2017, 10:02 am
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I can't get into my webmail.  When I click on the email icon I get to https://myemail.cox.net/appsuite/, which then cycles between that and affwebservices/public/saml2sso?SAMLRequest=...

Also, I get a red error box when I try to go to my profile.

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Not getting 300/30

December 22, 2017, 5:07 pm
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The speeds in my area are supposed to be 300/30.

The average speeds reach around 180/20.

Is my ARRIS SB6141 good enough?

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RE: Why is Cox email marking acceptable email as "Spam"?

December 22, 2017, 5:22 pm
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taffeys,

no.  you're not alone. i now have to check my spam folder 3 times a day.  and telling it "this is not spam,"  downloading it to my mail client so i could forward it...with full headers...to "thisisnotspam" was doing no good.  i hope you have actually looked at what's in the blocked sites, not just assumed that because you didn't set anything up...nothing's there.  that would be logical, but a phone teck walked me thru the settings and we found that cox had set a whole page of blocked addresses...most of which i did not recognize & none of which i had put there.  including paypal, amazon, ebay...why would i block that at christmas? i guess i need to look again aas i have been telling cox the "toys for tots" is not spam! among others i receive frequently...always in my spam box. so be sure you looked.  it's cox.  never assume logic!

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RE: No Ranging Response received - T3 time-out / Lost MDD Timeout

December 22, 2017, 5:39 pm
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The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High Speed Internet services with other customers. This appears as if you may need for someone to look into your account personally. We can definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with the full service address with a link to this thread so we can get started.
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No Ranging Response received - T3 time-out / Lost MDD Timeout

December 22, 2017, 2:13 pm
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I have an Arris SB6190 Modem (no WiFi) that is a little over a year old.  In the past 6 months or so I've noticed the modem will lose connection to the internet which drops the DHCP address to my router.  The router sees there is no internet connection so it throws up a red light on it (ASUS AC2400 / AC87U).  The only way to get an IP address back is to reboot the modem.  I've noticed uncorrectable  errors on the line and even made a call inquiring about it but was told it was in specs.  In the past, dealing with T1 and T3 issues in the communications industry, errors mean there is trouble somewhere on the line or the equipment.  Granted some errors are the result of collisions and noise but what I'm seeing appears high.  This is a straight run from the pole to the modem with no splitters as I only have internet service.  Here is a copy of the status screen and system log:

Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
ProcedureStatusComment
Acquire Downstream ChannelLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM73681.00 MHz-7.00 dBmV35.78 dB80
2Locked256QAM74687.00 MHz-7.20 dBmV36.61 dB00
3Locked256QAM75693.00 MHz-8.00 dBmV35.78 dB140
4Locked256QAM76699.00 MHz-8.70 dBmV35.60 dB00
5Locked256QAM77705.00 MHz-9.80 dBmV34.48 dB3243752289694
6Locked256QAM78711.00 MHz-9.90 dBmV34.48 dB3306142355607
7Locked256QAM79717.00 MHz-9.80 dBmV35.08 dB00
8Locked256QAM80723.00 MHz-9.70 dBmV35.08 dB00
9Locked256QAM81729.00 MHz-9.40 dBmV35.60 dB20
10Locked256QAM82735.00 MHz-9.60 dBmV34.93 dB00
11Locked256QAM83741.00 MHz-8.40 dBmV35.60 dB00
12Locked256QAM84747.00 MHz-8.70 dBmV35.08 dB00
13Locked256QAM85753.00 MHz-7.70 dBmV35.60 dB00
14Locked256QAM86759.00 MHz-8.40 dBmV35.60 dB00
15Locked256QAM87765.00 MHz-7.90 dBmV35.78 dB00
16Locked256QAM88771.00 MHz-7.80 dBmV35.78 dB00
17Locked256QAM89777.00 MHz-8.30 dBmV35.78 dB35514164352
18Locked256QAM90783.00 MHz-8.80 dBmV35.78 dB15203109180
19Locked256QAM91789.00 MHz-9.10 dBmV35.60 dB43379331
20Locked256QAM92795.00 MHz-8.20 dBmV36.39 dB00
21Locked256QAM93801.00 MHz-8.20 dBmV36.39 dB00
22Locked256QAM94807.00 MHz-8.00 dBmV36.61 dB00
23Locked256QAM95813.00 MHz-8.80 dBmV35.60 dB00
24Locked256QAM96819.00 MHz-8.20 dBmV36.39 dB70
25Locked256QAM121825.00 MHz-8.60 dBmV35.80 dB00
26Locked256QAM122831.00 MHz-9.20 dBmV35.70 dB00
27Locked256QAM123837.00 MHz-10.70 dBmV35.10 dB00
28Locked256QAM124843.00 MHz-10.50 dBmV35.20 dB123713
29Locked256QAM125849.00 MHz-9.70 dBmV35.70 dB60
30Locked256QAM126855.00 MHz-9.20 dBmV35.90 dB00
31Locked256QAM127861.00 MHz-9.60 dBmV35.50 dB00
32Locked256QAM128867.00 MHz-11.30 dBmV34.90 dB00

Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA42560 kSym/s21.00 MHz37.50 dBmV
2LockedATDMA35120 kSym/s25.80 MHz37.50 dBmV
3LockedATDMA25120 kSym/s32.20 MHz39.00 dBmV
4LockedATDMA15120 kSym/s38.60 MHz40.00 dBmV


Current System Time: Fri Dec 22 16:06:23 2017

Event Log

The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

TimePriorityDescription
Fri Dec 22 14:16:45 20173No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:16:46 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:18:33 20175Lost MDD Timeout;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:18:33 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:18:44 20175Lost MDD Timeout;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:18:46 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:19:45 20175Lost MDD Timeout;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:19:47 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:22:48 20175Lost MDD Timeout;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:22:48 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:23:29 20175Lost MDD Timeout;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:23:36 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:24:29 20175Lost MDD Timeout;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 14:24:30 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 15:03:13 20175Lost MDD Timeout;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 15:03:13 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 15:28:12 20175Lost MDD Timeout;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 15:28:12 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 15:54:10 20175Lost MDD Timeout;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;
Fri Dec 22 15:54:22 20175RCS Partial Service;CM-MAC=d4:0a:a9:55:ab:95;CMTS-MAC=00:14:f1:e4:c9:ba;CM-QOS=1.1;CM-VER=3.0;

I have already purchased another modem to replace this one in case it is bad but before I do so, do the channels and line levels look correct or are they out of spec?  This is becoming more and more of an issue and I am almost daily resetting the modem.

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