Tag:"cox coxsupport" in "Internet" | Cox Community (2024)

Getting "US profile assignment change" constantly causing random disconnects.

I'm not sure what else to do at this point. Sorry about long rambling post. Location: South San Diego Install setup: Straight drop from the pole to the property and a grounding block. From there, about 10ft run straight into the modem. No splitters. For the past couple of months (maybe longer), I had been losing my internet connection intermittently, it could last anywhere from 15 seconds to a minute or two. During the day, it's enough to kick me off my work's VPN, in the evening, it's enough to kick me out of any online gaming sessions. It appears to be worse in the evening. Over time, it's gotten worse and worse with the back and forth with Cox CS which proceeded to always blame my Modem (Netgear CM1100) AND somehow router (Asus RT-AC68U) because their "test signal" looks PERFECT. Which isn't the issue, Signals have looked good with minimal to no packet loss. It's the QUALITY of service that is the issue. I got fed up and bought a new modem (Arris S33) AND a new router (RT-AX86U Pro) because I did not want to give Cox an "excuse" and voila, what do you know, same problem. I changed out to a new RG6 cable to the grounding block, even bought a new 3ghz grounding block myself. NOTHING. Then, after spending several hundred dollars, did Cox finally agree to send a tech out. The tech dropped NEW line from the pole, redid the wiring etc etc, all new wires and he noticed that there was "noise" in the line. Ingress so he called it and while we were chatting, it went back to normal, perfect and he said would you look at that, all good. While I was explaining to him the numbers went back to showing a noise. He was plugged straight into the grounding block outside so could not have been my lines/property. So the tech placed a ticket to have looked at. Supposedly the ingress was coming from a house on our street, the following day Cox left a notice on my door that they located the issue and resolved it. Well guess what, I'm getting EVEN MOREUS profile assignment change in my logs, and intermittent drops of service. So I called and spoke to tier 2, who again, for whatever reason, scheduled another tech visit. The tech came and I told him that a tech had come prior and already changed all the lines. He did his tests and said that the signal everything looks good, no packet loss or anything, but he also got some error on the Up Stream and sent it to his manager. He told me they are going to monitor the line, however they do that and see what is going on. The problem just seems to be getting worse and worse. I've gone from a few profile changes a day to pretty much every 30 minutes to an hour. I'm at a loss. The real problem is my WORK. I cannot and should not have to worry about if my VPN is going to disconnect any minute now. It won't disconnect at every change of profile but will 3-4 times during work day and more so at night. So I'm reaching out here to see if anyone has experienced this and what the solution was? I don't even know why I'm bothering as they laid down fiber on our street recently and I have access to fiber service from another company but we have been with COX for almost 18 years so I want to give them a chance. Ideas? Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 21 Locked QAM256 855000000 Hz 5 dBmV 43 dB 0 0 5 Locked QAM256 759000000 Hz 6 dBmV 43 dB 0 0 13 Locked QAM256 807000000 Hz 5 dBmV 44 dB 0 0 18 Locked QAM256 837000000 Hz 5 dBmV 44 dB 0 0 19 Locked QAM256 843000000 Hz 5 dBmV 44 dB 0 0 20 Locked QAM256 849000000 Hz 5 dBmV 44 dB 0 0 22 Locked QAM256 861000000 Hz 4 dBmV 43 dB 0 0 23 Locked QAM256 867000000 Hz 4 dBmV 43 dB 0 0 24 Locked QAM256 873000000 Hz 4 dBmV 43 dB 0 0 25 Locked QAM256 117000000 Hz 0 dBmV 41 dB 0 0 26 Locked QAM256 123000000 Hz 0 dBmV 41 dB 0 0 27 Locked QAM256 129000000 Hz 0 dBmV 41 dB 0 0 28 Locked QAM256 135000000 Hz 0 dBmV 41 dB 0 0 29 Locked QAM256 141000000 Hz 0 dBmV 41 dB 0 0 30 Locked QAM256 147000000 Hz 0 dBmV 41 dB 0 0 31 Locked QAM256 153000000 Hz 0 dBmV 41 dB 0 0 32 Locked QAM256 159000000 Hz 0 dBmV 41 dB 0 0 33 Locked QAM256 165000000 Hz 0 dBmV 41 dB 0 0 34 Locked QAM256 171000000 Hz 0 dBmV 41 dB 0 0 35 Locked QAM256 177000000 Hz 0 dBmV 41 dB 0 0 36 Locked QAM256 183000000 Hz 0 dBmV 41 dB 0 0 37 Locked QAM256 189000000 Hz 0 dBmV 41 dB 0 0 38 Locked QAM256 195000000 Hz 0 dBmV 41 dB 0 0 39 Locked QAM256 201000000 Hz 0 dBmV 42 dB 0 0 40 Locked QAM256 207000000 Hz 1 dBmV 41 dB 0 0 41 Locked QAM256 213000000 Hz 1 dBmV 42 dB 0 0 42 Locked QAM256 219000000 Hz 1 dBmV 42 dB 0 0 43 Locked QAM256 225000000 Hz 0 dBmV 42 dB 0 0 44 Locked QAM256 231000000 Hz 0 dBmV 42 dB 0 0 46 Locked QAM256 243000000 Hz 0 dBmV 41 dB 0 0 47 Locked QAM256 249000000 Hz 0 dBmV 42 dB 0 0 48 Locked QAM256 255000000 Hz 1 dBmV 42 dB 0 0 159 Locked OFDM PLC 300000000 Hz 2 dBmV 43 dB 447192759 0 160 Locked OFDM PLC 918000000 Hz 6 dBmV 43 dB 72860026 0 Upstream Bonded Channels Channel ID Lock Status US Channel Type Frequency Width Power 1 Locked SC-QAM 17600000 Hz 6400000 36.8 dBmV 2 Locked SC-QAM 24000000 Hz 6400000 36.8 dBmV 3 Locked SC-QAM 30400000 Hz 6400000 36.8 dBmV 4 Locked SC-QAM 36800000 Hz 6400000 36.8 dBmV 6 Locked OFDMA 36800000 Hz 44000000 31.5 dBmV Here's a snippet from last night to this morning (now) of most recent event, I reboot router daily (in hopes it won't drop connection today) so logs get deleted but you get the idea, just same thing throughout. 22/8/2023 01:29:44 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 01:30:21 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 02:26:03 6 US profile assignment change. US Chan ID: 8; Previous Profile: 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 04:19:18 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=:b1;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 04:26:13 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 06:20:12 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 06:26:21 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:21:27 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:23:01 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:24:39 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=c;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:26:36 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:29:26 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:30:04 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:31:57 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:26:39 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:41:14 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:49:34 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=1;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:50:10 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:52:55 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 10:26:48 6 US profile assignment change. US Chan ID: 8; Previous Profile: 13; New Profile: 9 13.;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Anyone have ACP dept phone # --Representatives should be educated better about ACP and not be condescending

On a Roku, how do I stream Cox channels I pay for

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Constant disconnect every 10 minutes or so

I'm having a lot of issues with my COX internet lfor the past few days. Every 10 minutes or so connection drops and comes back after a couple of minutes. I've tried restarting the modem, disconnecting it completely from power and router for a few minutes, everything "Oliver" tells me to do, and nothing solves. Affects both wired and wireless connections. I have a Motorola MB8611 Docsis 3.1 router that I got a couple of months ago.

Arris SB8200 Dropping Out on Large Upload - Firmware Issue or How to Diagnose?

I have an issue where when doing larger upload (presenting my screen and cam video) that within 10-20 minutes I'll lose my entire internet connection. It only seems to happen on those type of upload situations and haven't had the issue happen when doing large downloads. I updated my router firmware but also wanted to figure out how to diagnose if it's perhaps an issue with my modem or Cox service provider. I have accessed the ARRIS modem page and see Hardware version of 6 and Software version of AB01.02.053.05_051921_193.0A.NSH. But I have no idea if that's good or bad. That date may be May of 2021? Reading online it seems that I should not be updating firmware, rather Cox should. But Cox online tech support was bad, I mean really bad, they had no idea what I was asking about what version they are pushing to my modem (she was trying to sell me a different modem). I'd like to understand what I can look for in event log in modem to determine if this is a modem issue or what. And if anyone knows the right questions to ask or number to call for lower level tech support from Cox who can answer these types of questions.