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Arris S33 periodic slow down to 30mbps on Cox

  • 27 October 2023
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Hi everyone,

I have a brand new Arris S33 on Cox Hampton Roads VA Beyond Fast internet Tier 2g down/100mbps up speed package. It is connected to also a brand new Orbi Mesh RBR60 with one additional satellite. Wan cable between the modem/router is connected to the Arris 2.5gb port of course. My speeds tests average around 2300gbps down and 100up consistently 98% percent of the time and all my devices throughout the house apple TV’s, cams, etc work great no buffering. The coax running to the house( RG-11) by Cox are relatively new from the pedestal to the demark and from there to the modem(New RG 6)and great signal readings have been verified by both senior Cox field techs and their supervisors and maintenance and headend techs have indicated everything looks perfect ayt every connection point(I used to work for Cox in tech support and still have some contacts fortunately in field services:) It is also a straight coax run all the way from the street, no splitters, amps etc as we only have High speed internet and cut the cord from cable a long time ago. I also never loose connection with the exception of the occasional storms power outages etc. All sound's great right? Here is the weird issue. Ever since I upgraded to the 2gb Tier and installed the new S33 modem and router a few mths ago around every 1 to 2 weeks like clockwork the download speed “only” drops to 30mbps exactly on repeated speed tests. You also know its happening because there is intermittent buffering when streaming video. Resetting the router has no effect. However a quick reset of the modem only instantly resolves the issue every time and speeds are back  in the normal 2300gb down for another few weeks. Also  I have verified all the Down stream  and upstream bonded channels as well the SNR power readings are well within the Arris recommended ranges for this modem based on this KB article(https://arris.my.salesforce-sites.com/consumers/articles/General_FAQs/S33-Cable-Signal-Levels) I pulled from the forums as well(Not sure how current it is and I am sure it varies between providers)Before I contact Arris support about replacing the modem under warranty as a 1st step I wanted to get some input from you guys to see if this is known issue, etc or what other ideas you might have ?

Thanks!

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Best answer by LoveMyLab 29 October 2023, 02:23

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LoveMyLab
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Do you see anything in the Event Log when this happens? T3/T4 timeouts? CMTS errors/warnings.

I use: SB8200 > Google WiFi > 2 D-Link DGS-108 > 4 Google WiFi with ethernet backhaul.
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There was one instance looking at the event log right before I noticed it had slowed down. However there was a more telling thing in the event log. The date and time read reverted back to 12/31/1969 the factory default I assume and once I reset it the time/date was correct again along with the speed. I just factory reset the modem to see if that resolves it. If not can I just contact Arris support to request a replacement model since it is under warranty? I want to rule that out before contacting Cox again.

 

Thanks!

LoveMyLab
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If you see the date/time do that,  it usually means the modern is restating. That's often a signal issue.  I would see if there are T3/T4 timeouts right before that, or CMTS warnings.  If not,  it is more challenging.  You'll need more detailed guidance from the Arris folks. 

I use: SB8200 > Google WiFi > 2 D-Link DGS-108 > 4 Google WiFi with ethernet backhaul.
F

Hi namrevil71, did you ever resolve this? I have the exact same issue with my S33 dropping from ~900Mbs to 30Mbs on COX. Except mine does it every few days. Reboot is the only way to fix.

 

Thanks,

F

S
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Hi namrevil71, did you ever resolve this? I have the exact same issue with my S33 dropping from ~900Mbs to 30Mbs on COX. Except mine does it every few days. Reboot is the only way to fix.

 

Thanks,

F

If you are experiencing with intermittent internet connection, I suggest you to check the cable signal levels to make sure all the signals are in range.

http://arris.force.com/consumers/articles/General_FAQs/S33-Cable-Signal-Levels

SURFboard Community Moderator Team
F

Thanks for the link. I believe they are in range. The upstream dBmV levels look a little low, but I read elsewhere that it ok - that’s all the power COX needs to connect. It seems that COX would request more power if required. Not sure if this is true?

In any case, I actually caught it this morning when something happened to switch the speed from ~900Mbs down to ~30Mbs. When it happened at 09:43:25, my work VPN disconnected and the internet dropped for a few seconds. Here is the event log at that time. The two related events highlighted in RED:

18/1/2024
06:42:57		 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=X;CMTS-MAC=X;CM-QOS=1.1;CM-VER=3.1;
18/1/2024
06:43:22		 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=X;CMTS-MAC=X;CM-QOS=1.1;CM-VER=3.1;
18/1/2024
07:34:20		 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 9 13.;CM-MAC=X;;CMTS-MAC=X;;CM-QOS=1.1;CM-VER=3.1;
18/1/2024
07:35:57		 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=X;;CMTS-MAC=X;;CM-QOS=1.1;CM-VER=3.1;
18/1/2024
07:36:44		 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=X;;CMTS-MAC=X;;CM-QOS=1.1;CM-VER=3.1;
18/1/2024
08:34:25		 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 9 13.;CM-MAC=X;;CMTS-MAC=X;;CM-QOS=1.1;CM-VER=3.1;
18/1/2024
08:46:38		 3 Successful LAN WebGUI login from [edit: removed personal information] on 24/01/18 at 8:46 AM.
18/1/2024
08:54:08		 3 Successful LAN WebGUI login from [edit: removed personal information] on 24/01/18 at 8:54 AM.
18/1/2024
09:13:38		 3 Successful LAN WebGUI login from [edit: removed personal information] on 24/01/18 at 9:13 AM.
18/1/2024
09:43:25		 5 MDD message timeout;CM-MAC=X;;CMTS-MAC=0X;;CM-QOS=1.1;CM-VER=3.1;
18/1/2024
09:43:32		 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=X;;CMTS-MAC=X;;CM-QOS=1.1;CM-VER=3.1;
18/1/2024
09:45:06		 3 Successful LAN WebGUI login from [edit: removed personal information] on 24/01/18 at 9:45 AM.
18/1/2024
10:09:04		 3 Successful LAN WebGUI login from [edit: removed personal information] on 24/01/18 at 10:09 AM.
18/1/2024
10:10:27		 3 Successful LAN WebGUI login from [edit: removed personal information] on 24/01/18 at 10:10 AM.

 

I had checked the levels prior to this event and they were about the same, except for the 32 uncorrectables on channel 160. Here are the current levels right now (only getting 30Mbs down). Interestingly enough, when it happens, it only affects the download speeds. My upload speed always stays around 100Mbs, which is normal.

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
37 Locked QAM256 189000000 Hz 4 dBmV 44 dB 0 0
1 Locked QAM256 735000000 Hz 3 dBmV 43 dB 0 0
2 Locked QAM256 741000000 Hz 3 dBmV 43 dB 0 0
3 Locked QAM256 747000000 Hz 3 dBmV 43 dB 0 0
4 Locked QAM256 753000000 Hz 4 dBmV 43 dB 0 0
5 Locked QAM256 759000000 Hz 4 dBmV 43 dB 0 0
6 Locked QAM256 765000000 Hz 3 dBmV 43 dB 0 0
7 Locked QAM256 771000000 Hz 3 dBmV 43 dB 0 0
8 Locked QAM256 777000000 Hz 3 dBmV 43 dB 0 0
25 Locked QAM256 117000000 Hz 5 dBmV 43 dB 0 0
26 Locked QAM256 123000000 Hz 5 dBmV 43 dB 0 0
27 Locked QAM256 129000000 Hz 5 dBmV 43 dB 0 0
28 Locked QAM256 135000000 Hz 5 dBmV 44 dB 0 0
29 Locked QAM256 141000000 Hz 4 dBmV 44 dB 0 0
30 Locked QAM256 147000000 Hz 4 dBmV 44 dB 0 0
31 Locked QAM256 153000000 Hz 4 dBmV 44 dB 0 0
32 Locked QAM256 159000000 Hz 4 dBmV 44 dB 0 0
33 Locked QAM256 165000000 Hz 4 dBmV 44 dB 0 0
34 Locked QAM256 171000000 Hz 4 dBmV 44 dB 0 0
35 Locked QAM256 177000000 Hz 4 dBmV 44 dB 0 0
36 Locked QAM256 183000000 Hz 4 dBmV 44 dB 0 0
38 Locked QAM256 195000000 Hz 4 dBmV 44 dB 0 0
39 Locked QAM256 201000000 Hz 4 dBmV 44 dB 0 0
40 Locked QAM256 207000000 Hz 5 dBmV 44 dB 0 0
41 Locked QAM256 213000000 Hz 5 dBmV 44 dB 0 0
42 Locked QAM256 219000000 Hz 5 dBmV 44 dB 0 0
43 Locked QAM256 225000000 Hz 5 dBmV 44 dB 0 0
44 Locked QAM256 231000000 Hz 5 dBmV 44 dB 0 0
45 Locked QAM256 237000000 Hz 5 dBmV 44 dB 0 0
46 Locked QAM256 243000000 Hz 4 dBmV 44 dB 0 0
47 Locked QAM256 249000000 Hz 4 dBmV 44 dB 0 0
48 Locked QAM256 255000000 Hz 4 dBmV 44 dB 0 0
159 Locked OFDM PLC 300000000 Hz 4 dBmV 43 dB 751594959 0
160 Locked OFDM PLC 918000000 Hz 3 dBmV 42 dB 1030356002 32

 

 

Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 16900000 Hz 6400000 38.5 dBmV
2 Locked SC-QAM 23500000 Hz 6400000 38.8 dBmV
3 Locked SC-QAM 29900000 Hz 6400000 38.8 dBmV
4 Locked SC-QAM 36300000 Hz 6400000 38.3 dBmV
6 Locked OFDMA 36800000 Hz 44000000 33.5 dBmV

 

From past experience it will now stay at 30Mbs down indefinitely, until I reboot it, which I’m about to do. Any ideas would be appreciated!

*EDITED to replace MAC addresses with X.

Thanks,

F.

S
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As I checked the cable signal levels, the upstream channel’s power level is not in a range.

I suggest you to contact your internet service provider to adjust the cable signals within a range.

SURFboard Community Moderator Team
S

As I checked the cable signal levels, the upstream channel’s power level is not in a range.

I suggest you to contact your internet service provider to adjust the cable signals within a range.

I'm experiencing this same exact issue. Except I experienced this issue with my old router as well which was a surfboard SB8xxx. I bought the S33 to rule out the modem being the issue. Cox service tech should be out tomorrow to check on things as I have had 10 tech out and numerous calls to tech support (who dont know anything useful) to me, the OFDM channels seem to have a lot of uncorrectable errors when this happens. Cox says signal levels are fine but they seem out of range compared to the link provided earlier. Now I have to convince them this is their problem and not my equipment.

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