C6300v2 not support cox service

[manishkujha]

Hi There,

I have bought Netgear product C6300v2 from BestBuy on 09/Jan/2020, since then facing service intermittent issues with COX Communication internet service(8 months for now). Cox has sent multiple times (4-5 times) technician to solve the issue, found not supported device, and still selling in BestBuy with COX supported level.

I had multiple complaints to net Netgear as well (sharing case numbers below), NetGear has replaced the router 2 times, once I have received the second replacement, COX activation system not allowing me to activate the device(I am attaching those error snapshot)

Now the question is why NetGear selling product with the wrong information?. I need your help to refund my money including 2 times shipment changes for the RMA and product purchase fee or upgrade the device without additional cost to me and refund my shipping charges for the same and sent my an apology later to respect the valuable time and money wastage.

I am hoping the NetGear team understands customer problems, respect my money and time this time to solve this issue.

References:
BestBut listing: https://www.bestbuy.com/site/netgear-dual-band-ac1750-router-with-16-x-4-docsis-3-0-cable-modem-blac...

Cox Activation Error: attached

NetGear support tickets: 43187008,43130581,43130186,43069435,43041501,42336100,42328823

[plemans]

Cox does show it as certified.

https://www.cox.com/residential/support/cox-certified-cable-modems.html

[manishkujha]

The details in COX websete is old. It is not allowing to activate the router after last RMA, please see attached snapshot. 

[plemans]

So let me get this straight. Even if correct, COX would be the one to drop support/certification. Not Netgear. 

That'd be like Verizon saying "we're not going to allow apple devices on our network" and then expecting apple to issue a refund and apology for an action Verizon took. It doesn't make sense.

either way, the site I linked and the cox support site for the C6300 still show it compatible with "ultimate classic" speeds. 

https://www.cox.com/residential/support/netgear-c6300.html

Maybe you should try a different technician at cox. 

@vkdelta know anything about Cox and the C6300?

[manishkujha]

Agreed, recently they have completely stopped accepting activation requests for this device model. for your information, still I am using exiting activated device with intermittent service interruption issues.

Not sure how to involve a deferent COX technician, this is automatic activation (computer) not allowing to activate newly RMA. and still facing issues with an old device (Netgear has replaced once, but no luck facing the same issue).

For information, the COX team keeps saying this is not a supported device from day one, now they automatic activation tool rejecting activation.

[manishkujha]

Useful comment from actual consumers:

https://www.bestbuy.com/site/questions/netgear-dual-band-ac1750-router-with-16-x-4-docsis-3-0-cable-...

[vkdelta]

C6300v2 is supported on Cox however, we were just informed by Cox yesterday that they made policy changes to support ALL D3.0 devices to only until 150 Mbps tier.

they no longer offer 300 Mbps tier now.  300 is upgraded to 500 Mbps now.

Speeds such as 500/1000 would require D3.1 devices.

If the user is on 500 Mbps service, cox will not activate D3.0 modem.

we may get more details from cox, but it looks like policy change is to push customers with higher speed tiers to D3.1 Devices.

[manishkujha]

Strange, Still my internet dropping for the service plan 150 Mbps tier only, and the device has leveled to support 680 megabits per second. Also, I have returned the last replacement device, because It was not allowing me to activate.

Please let me know how your team can help me resolve the intermittent connection issues? 

for the support request, I could colelct below cases from my account for the same issues

43187008
43130581
43130186
43069435
43041501
42336100
42328823

[vkdelta]

pls post the event logs + connection table screenshot.

[manishkujha]

Please find below event logs and for the connection table, from where I can get it ?

Time Priority Description
Aug 19 2020 14:39:09 Warning (5) TCS Partial Service
Aug 19 2020 14:39:05 Critical (3) No Ranging Response received - T3 time-out
Aug 19 2020 14:38:53 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 19 2020 14:38:37 Notice (6) TLV-11 - unrecognized OID
Aug 19 2020 14:38:36 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Aug 11 2020 06:00:23 Critical (3) No Ranging Response received - T3 time-out
Aug 07 2020 07:16:21 Warning (5) TCS Partial Service
Aug 07 2020 07:16:15 Critical (3) No Ranging Response received - T3 time-out
Aug 07 2020 07:15:59 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 07 2020 07:15:47 Notice (6) TLV-11 - unrecognized OID
Aug 07 2020 07:15:46 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Aug 07 2020 07:05:35 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Aug 06 2020 19:55:29 Warning (5) TCS Partial Service
Aug 06 2020 19:55:17 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Aug 06 2020 19:55:05 Notice (6) TLV-11 - unrecognized OID
Aug 06 2020 19:55:04 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jul 29 2020 03:24:55 Critical (3) No Ranging Response received - T3 time-out
Jul 29 2020 03:24:41 Notice (6) TLV-11 - unrecognized OID
Jul 29 2020 03:24:41 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jul 29 2020 03:22:27 Error (4) CheckDmgProvision dmg_provisioning process is not running, need to restart.
Jul 29 2020 00:31:59 Critical (3) No Ranging Response received - T3 time-out
Jul 29 2020 00:31:54 Notice (6) TLV-11 - unrecognized OID
Jul 29 2020 00:31:54 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jul 29 2020 00:30:43 Critical (3) No Ranging Response received - T3 time-out
Jul 29 2020 00:30:39 Warning (5) B-INIT-RNG Failure - Retries exceeded
Jul 29 2020 00:29:41 Critical (3) No Ranging Response received - T3 time-out
Jul 29 2020 00:29:40 Warning (5) B-INIT-RNG Failure - Retries exceeded
Jul 29 2020 00:27:48 Critical (3) No Ranging Response received - T3 time-out
Jul 29 2020 00:15:12 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jul 29 2020 00:14:18 Warning (5) Lost MDD Timeout
Jul 29 2020 00:14:12 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jul 27 2020 19:03:28 Notice (6) TLV-11 - unrecognized OID
Jul 27 2020 19:03:28 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jul 27 2020 18:54:06 Warning (5) Lost MDD Timeout
Jul 27 2020 18:54:01 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Jul 25 2020 04:48:45 Critical (3) No Ranging Response received - T3 time-out
Jul 20 2020 21:58:42 Notice (6) TLV-11 - unrecognized OID
Jul 20 2020 21:58:41 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Jul 20 2020 21:53:23 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Jul 20 2020 21:51:47 Warning (5) Lost MDD Timeout

[plemans]

When you first login, click on the cable connection icon

[manishkujha]

Attach snapshots

[vkdelta]

you have noise in the RF line.

in the connection table, you can see tons of uncorrectables on your last 3 channels

for the US, there are lot of T3 and couple of T4 timeouts and lot of partial service which means there is noise in the upstream as well.

either you have bad cable/splitter or drop or if not, line coming into home itself has noise. you can try fixing the home side by changing cable or connecting to the entry point to try.

If the noise persists everywhere, you will need a tech to fix the noise as that will outside your control.

[manishkujha]

Ok, Thanks for your suggestion.

I have moved my modem to a deferent cable point and directly connected with main input cable without a splitter. Also, cleared the event logs to validate it again.

I will keep you posted progress/logs details

[manishkujha]

My internet service was again down yesterday. Please find below event logs

Time Priority Description
Aug 19 2020 22:11:18 Critical (3) No Ranging Response received - T3 time-out
Aug 19 2020 22:10:55 Notice (6) TLV-11 - unrecognized OID
Aug 19 2020 22:10:53 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Aug 19 2020 22:08:21 Error (4) CheckDmgProvision dmg_provisioning process is not running, need to restart.

[plemans]

Like @vkdelta said, you have a lot of noise/line issues on channels 14-16. 

If you've moved the modem/router to right where the coax is entering the home and there's no splitters, attenuators, amplifiers in the line, then the ISP needs to check the line. 

[manishkujha]

I have shared the details after that feel just time wasted to engage NetGear team. I am recommending all buyer to check feedback/answers from other sources before buy any products from NetGear based on their listing level. NetGear sell items with wrong description without their responsibility of the listing description

[plemans]

---

@manishkujha wrote:
I have shared the details after that feel just time wasted to engage NetGear team.----time wasted? Not sure about that. You found you have signal noise/interference in your line. That's going to show up on any modem. I am recommending all buyer to check feedback/answers from other sources before buy any products from NetGear based on their listing level. NetGear sell items with wrong description without their responsibility of the listing description----Cox changed their requirements. Not netgear. And recently. Its why we always recommend people check with the isp on modem compatiblities. Even cox hasn't changed their own compatiblitiy list but somehow its Netgears faults? Again, it seems like you're blaming the wrong company for an issue they don't have control over. 

---

[manishkujha]

Probably you have access of my all tickets, if you can check, probably answer your question. Cox has validated multiple times, the issue in the modem only. Aslo, current modem WIFI light not working and new replacement not able to activate with COX service(please refer support tickets for reference

43187008,43130581,43130186,43069435,43041501,42336100,42328823

I am not only saying, please check bestbut actual customer answers: https://www.bestbuy.com/site/questions/netgear-dual-band-ac1750-router-with-16-x-4-docsis-3-0-cable-...

https://community.netgear.com/t5/Cable-Modems-Routers/AC1750-C6300-Internet-Drops/m-p/1877965

https://community.netgear.com/t5/Cable-Modems-Routers/C6300-connectivity-issues/m-p/1777142

Comming to COX changed, but still it is in sale on BestBuy with COX supported level:

https://www.bestbuy.com/site/netgear-dual-band-ac1750-router-with-16-x-4-docsis-3-0-cable-modem-blac...

[manishkujha]

Cox technicians again came today as per NetGear suggestion to validate/resolve line noice, he has verified each points and changed points/wire if suspected points. Also, shows my through meter every cable points connection, it was very clear without any noise.

But I could see still dropping internet, I think this is not supposed device only and NetGear team lying. I am planning to get rented device only from COX, the question is when NetGear accepts their faults and send apologies to customer and upgrade/ return customer change/device.

Sharing after fix logs again to analyze

Aug 22 2020 13:21:24 Notice (6) TLV-11 - unrecognized OID
Aug 22 2020 13:21:24 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Aug 22 2020 13:18:47 Error (4) CheckDmgProvision dmg_provisioning process is not running, need to restart.

[manishkujha]

I facing wifi issues for a very long time, now kid's schooling started and I can't effort kid's class miss. Can someone look at these issues?

Case #43187008
Case #43130581
Case #43130186
Case #43069435
Case #43041501
Case #42336100
Case #42328823

[manishkujha]

FYI, I have installed my old ARRIS modem and TP-Link wifi router yesterday, no issues till now. Hence, confirming again NetGear faulty device only