Hardware Analysis - Problem With Broadband Cable ISP= COX

Re: Problem With Broadband Cable ISP= COX

john albrich — 2008-03-27T00:37:56-05:00

Just an observation of a symptom coincident to the broadband internet problem.

About the same time this first started causing a problem with my computer's network connection, the Cox DigitalTV set-top box (ScientificAtlanta, a really old "Explorer2000" model) started failing to properly load daily schedules, or it would take 20 to 30 MINUTES (when it should take about 5 seconds) to load the program descriptions for the on-screen listings display.

It often also started taking up to 5 entire seconds to respond to a remote control button press (REALLY REALLY aggravating when you're trying to review channels and detailed descriptions).

Since we know the signal quality was ok, I hypothesize that the Explorer2000's processor is so busy trying to handle network issues, or being kept waiting on network input, that it isn't getting to the remote-control memory queue as quickly as it needs to. (all the signals from the remote are being received and queued-up (to a limit of about 4 it seems), they just don't execute right-away)

So, at the same time you replace the broadband network modem, it's also a good idea to replace any older digitalTV set-top box.

Re: Problem With Broadband Cable ISP= COX

john albrich — 2008-03-24T09:28:02-05:00

Malinda Danner said:

Just an update for you. I finally went down to the cox store and got one of their cable modems and my problems are now gone.

Perhaps your problem was also related to the DOCSIS standards issue...just a different symptom?

I could suspect that Cox intentionally created a cash cow just by changing the network barely enough to force many customers to go out and buy/rent a new modem from them...except that in all the time I spent with the lame helpdesk people, not once did they recommend getting a new modem! I got a D-Link DCM-202 from newegg.com for about $20 after sale, rebate, and free shipping!

Re: Problem With Broadband Cable ISP= COX

Malinda Danner — 2008-03-24T06:06:28-05:00

Just an update for you. I finally went down to the cox store and got one of their cable modems and my problems are now gone.

Re: Problem With Broadband Cable ISP= COX

john albrich — 2008-03-24T04:23:52-05:00

Shadow_Ops_Airman1 said:

...i mean 93 bux for Cable TV and Internet is stupid

I agree.

Around here, I thought COX was providing internet (upto 10mbps?) +digital cable TV (which supposedly includes HDTV) + telephone service for under $90. There is supposed to be a cheaper (maybe -$20) sub-5mbps tier available. Might be sub-2mbps...I'd have to research.

BTW, for internet+digital cable TV, I'm paying $65 using Cox (I supposedly get a discount on digital cable TV cause it's an apartment...basic cable would be free. But, for internet access, I am required to sign up for digital cable TV)

Some readings just obtained ~200803240435UCT
(although I think 4000kbps to 6000kbps download tends to be more typical on a weekday evening)

http://www.dslreports.com/speedtest?java=1
to LosAngeles:
15515kbps download
560kbps upload

http://www.speedtest.net/
to LosAngeles:
20221kbps download
556kbps upload

to Munich, Germany
5425kbps download
533kbps upload

However, substantially different from
http://www.bandwidthplace.com/
(no target selection possible)
3700kbps download
451kbps upload

http://www.internetfrog.com/mypc/speedtest/
(no target selection possible)
10097kbps download
598kbps upload

Re: Problem With Broadband Cable ISP= COX

Shadow_Ops_Airman1 — 2008-03-24T03:54:17-05:00

well if the rates continue to increase im switching over to DSL and Calling it quits with Cable cause they are monopolistic bastards anyway, i mean 93 bux for Cable TV and Internet is stupid

Re: Problem With Broadband Cable ISP= COX

john albrich — 2008-03-24T02:14:07-05:00

Shadow_Ops_Airman1 said:

They Increased my Rate by 3 dollars for a total of 96 and ive been paying in advance...

I think paying a month in advance is pretty standard, unless you're saying you've been being extra good and paying much farther in advance.

The extra $3 might be a new service you can opt out of. E.G. someone might have accidentally upgraded you to in-home service, which I think runs about $3-$5 per month. More likely it is yet another "non-tax fee" that the feds/state/city have imposed. You know, like some sort of "emergency 9-1-1" (even if you don't have broadband phone) or infra-structure assistance support "fee".

Of course, it could always be an extra 3 bucks just because they know they can.

Re: Problem With Broadband Cable ISP= COX

john albrich — 2008-03-24T02:07:50-05:00

Kieran Blenkarne said:

John, have you got more than one computer in the house?
If so, is it the same on that as yours?

Not sure what you're asking. I only had the one broadband modem, and each computer I tried to connect via that modem had similar issues.

My problem was fixed when I decided to upgrade from a DOCSIS1.0 to 2.0 standards-compliant broadband modem. See above post of
http://www.hardwareanalysis.com/content/topic/69319/#518539
(which thanks to your jog I also updated to show it's been problem-free for much longer than 48 hours I earlier reported)

Do you have a problem for which you need help?

Re: Problem With Broadband Cable ISP= COX

Shadow_Ops_Airman1 — 2008-03-23T23:48:31-05:00

They Increased my Rate by 3 dollars for a total of 96 and ive been paying in advance, i swear these Cable Companies need to Compete with eachother by City and State like Phone Services do.

Re: Problem With Broadband Cable ISP= COX

Kieran Blenkarne — 2008-03-23T21:43:25-05:00

John, have you got more than one computer in the house?

If so, is it the same on that as yours?

Re: Problem With Broadband Cable ISP= COX

john albrich — 2008-02-27T18:34:30-05:00

Another place you can seek help specifically with COX HSI problems is at dslreports.com

The COX-specific forum is at
http://www.dslreports.com/forum/coxhsi

dslreports.com's fora, software tools, and contact info can be very helpful in resolving COX ISP problems.

Some software tools are free to use, and some require either a subscription or using "points" that can be obtained several different ways.

People have recently reported on-going COX HSI outages and slow-downs...some of it appears geographically-based and where system upgrades are apparently currently in process.

Re: Problem With Broadband Cable ISP= COX

john albrich — 2008-02-27T17:10:50-05:00

Some suspects and thoughts, assuming the tech measured your signal levels, checked for interference, and that the cables/splitters inside your apt/home remained undisturbed within last week...

COX cable box
COX network amplifier/distribution fault (external to your apartment/house)
Broadband modem
Someone else doing something unauthorized on the cable

Some possible debugging actions:

Talk to your neighbors. See if anyone else is having the same problem. If it only occurs on certain channels, ask them to look at those channels from time to time and/or arrange to call them when you next see it on your TV, and determine if it occurs on their TV at the same time.

If your neighbors see the problem, then it's clearly a COX external problem.

If your neighbors don't see the problem...

When the problem appears on your TV again, immediately disconnect the cable leading from the cable splitter to your broadband modem at point "X" below. See if picture/sound improves.

COXcable
|
|
splitter-X------modem-----computer
|
|__TV

If it didn't change, then take the splitter out and connect the TV directly to the incoming cable*.

COXcable
|
|
[] (in-line coupler, use only if needed)
|
|__TV

If that didn't fix the TV problem, then this rules out your broadband modem, that splitter and cable segment.

That leaves the cable set-top box or external interference as the next most-likely problem.

If they already tried replacing your set-top box (which I assume they did) then that would rule that out.

Someone tapping into the cable signal without authorization can easily create unusual problems for subscribers. It can appear intermittently as the person(s) may disconnect their equipment when they aren't using it (in order to reduce chance of detection). In an apartment complex, it can be more difficult to detect just where someone is tapping into the network.

You might also check for time patterns. For example, does it tend only to occur at early-morning, dinner-time, etc? That may help the technician track things down.

It could still be a COX-caused problem (faulty amplifiers, etc) but until the other items are ruled out their techs might not be willing to look at their own sub-systems.

*Note: in some homes/apartments there can be multiple splitters in-between the main COX cable and the TV you're using. That seriously degrades the signal quality. Even if the tech says your signal level is OK, I'd eliminate the other splitters where possible. My apartment for example, had 3 splitters with my living room TV and broadband modem being on the LAST splitter. That was the first thing I changed when I moved into the apartment, replacing the splitters with in-line couplers, and disconnecting those secondary TV cable feeds.

Re: Problem With Broadband Cable ISP= COX

Malinda Danner — 2008-02-27T16:38:55-05:00

I also have Cox cable internet in Phoenix and I have changed the splitter and keep getting booted off. I had them come out once because some of the tv channels are so bad that it picks up a country music station at the same time. Everything worked fine for about a week and now my tv has screwed up stations and the dropping the connection either on IE or Mozilla and at various times. Server not found, and you run a troubleshooter and it always stops at the gateway or DNS server. I have tried all I know and I am limited to knowledge of this sort. My neck hurts from looking under the desk to watch when all the lights are back on the cable modem.

Re: Problem With Broadband Cable ISP= COX

john albrich — 2007-11-11T23:39:11-05:00

Appears to be fixed! (unless an unlikely coincidence)

Apparent Fix:
I purchased and installed a new DOCSIS 2.0 compliant modem.

My download disconnect, low-speed, and "30-second Data Disruption Cycle"/"Fixed-period cyclic problem" appear to be fixed. Been running OK for almost 48 hours.

A big thank you to the Cox techs that worked on this problem for me, were willing to listen to the customer (unlike the helpdesk) , and worked with the customer to solve the problem.

After Cox tech worked with me over the phone, the only things that looked like real suspects were the signal strength (possibly old/bad internal apartment or external cable-drop cables) and the fact I was still using an old DOCSIS 1.0 spec broadband modem. (it had worked great for years)

I think the signal strength really wasn't an issue as it was close to 40db with the old modem, and the new modem runs just a bit above 41db. (by the way dB measurements can vary substantially. For example, during testing I added a splitter to the arrangement, and the dB value increased by about 5dB. Normally, one would expect the signal strength to decrease when you add a splitter)

I also can't conceive of any modem hardware failure that would produce that precise 30-second cycle.

My hypothesis, given the 30-second cycle symptom, is that after COX's recent network changes (PowerBoost?) My DOCSIS 1.0 protocol modem simply wasn't working 100% right. Perhaps the new network isn't 100% downward compatible or changes priorities, or the DOCSIS1.0 implementation by the old Motorola "Surfboard" modem had some anomolies, etc. So, the protocol issues introduced repeated disconnects/re-tries, etc. The fatal recovery action might have been on a 30-second cycle.

For almost 48 hours with the DOCSIS 2.0 modem, I've not had a single user-observable failure, and the download performance is generally now back to previous values of 4-5mbps.

edit-updated problem-free time to ~48hrs.
edit-basically problem-free up through March 2008

Re: Problem With Broadband Cable ISP= COX

McFly — 2007-11-08T17:53:34-05:00

They're not blocking all BT traffic, just seeding. Sandvine looks for the handshake between a seed and a peer, and (if you're the seed), sends bogus RST messages to you and to your peer after just a few seconds. Although if your peer is on Comcast too ... you can seed to them ... go figure.

Re: Problem With Broadband Cable ISP= COX

CrAsHnBuRnXp — 2007-11-08T17:20:40-05:00

Big Beavis said:

My guess: we'll read articles in the next week or two about Cox pulling a Comcast and trying to shape/filter/block Bittorrent traffic. I am not a network engineer, but I can't think of any legitimate reason for this to be happening that doesn't involve incompetence or malfeasance on the part of Cox. Do you have any friends/neighbors on Cox internet with whom you can compare notes?

From what I have read abotu Comcast is that they are NOT blocking Bittorent traffic in its entirety. They stated that they can download whatever they want as much as they want. However, the upload is limited so that if you try to upload something, it will not reach 100%.