First off, let me start by saying I had a scheduled service call completed Sunday to try and correct the connection drops, and timeouts that keep rebooting my modem. The tech that did the work was very professional, and very thorough. He replaced... well, everything. The drop to house, all lines in house, everything that could be replaced. He started inside looking at the connection to the modem then said he'd take a look outside at the box for good measure.
Not more than 30 seconds from leaving the door the connection dropped and the modem reset. 5 minutes after he left for good, it happened again.
Was my modem replaced? No. I've tried 3 different modems and get the same results. The current modem has premium upstream/downstream, power, SNR specs. And when it is connected, the speed is as promised (the tech confirmed this, as-well-as the support I spoke with on the phone). It should also be noted that Cox's 2hr ping cannot be a reliable tool for diagnosis in this instance. According to the phone support agent and the tech, the log of interference and signal strength to my modem is near spotless. Before ending the call, she reset the connection on her end, but not more than an hour later the problem continued.
It's not a modem problem.
Router you say? Nope. I have my devices direct wired.
Well, surely one of the connections (wired system) between my computer or router are bad. Nope. All cables are new, and connections are clean, and seat properly.
After all this work one would think the problem would be fixed, right? I mean, they keep telling me, and others "Everything looks fine on our end" correct? after the tech spent all that time at my home I checked the logs after he had left This was the result of all his work.
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=4c:60:d3:XX:XX:XX;CMTS-MAC=64:00:f1:40:1e:c61;CM-QOS=1.1;CM-VER=3.0;
Now, if you don't understand that please read this.
T4 ( Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received )
Explanation: The cable modem did not receive a station maintenance opportunity in which to transmit a Ranging Request (RNG-REQ) message within the T4 timeout period (30 to 35 seconds). The cable modem is resetting its cable interface and restarting the registration process. Typically, this indicates an occasional, temporary loss of service, but if the problem persists, check for possible service outages or maintenance activity on this particular headend system. This error message is DOCSIS event message is R04.0, Ranging Request. (Source: DSLreports.com)
The technician, Kenny, made a diligent effort to fix any physical deficiencies that might cause this loss of connection, I hate say it was in vain. Nonetheless, it was appreciated. The phone support agent was very nice and useful in considering any physical troubleshooting that might help the cause. Again, it was appreciated. But confirms that outside of tearing up the entire line from the box to my home, we have reached the end of any consideration that it is a physical or hardware issue on my end.
Since September of last year this drop has progressed to happening several times a day and lasting for sometimes minutes at a time. My wife and I are dependent on a solid stream and I often work from home and this is making it literally impossible to do so. And, When it happens several time in less than an hour it becomes inexcusable. My dependency of the connection regularly drops to the point where I have to go to a coffee shop or use my cellphone's data, just to get anything done.
I do not understand why we are not getting the service we are paying for...
But I do understand this is only fixable at a higher level. Please do so.