Keep dropping connection - Cox Service

[crazynick9600]

I have cox internet 300/30 and we have a modem on their recommended list for that speed. We keep having random connection drops for about 3-5 minutes. Sometimes it doesn't do it for 6-7 hours and sometimes its every 2 hours. We are trying to figure out the cause and of course we call and they say they don't see anything on their end. I'm not to familiar with Modem terms and was hoping someone could point out if they see anything.

Here are some links to the picture of our modem logs and the status during a connection drop.
Modem Log 1
Modem Log 2

Update: We got Cox's new Panoramic WIFI modem. We still have the same issue. Here is a screenshot during the downtime.

Modem Log_New
The new equipment is a modem/router combo. It shows the modem to be a ARRIS DOCSIS 3.0, Model: TG1682GP2

Here is the link to the Arris website for this equipment. Arris Webpage for Modem

We also notice that when we are in voice chat it stays connected for about 20-30 seconds after we realize the internet is going down. Any game, webpage will not load. I can hear people talking on our voice chat but they can't hear us. I notice in the logs up there during the outage it looks like one of the upstream channels goes down.

 

[QwerkyPengwen]

When the connection goes down does your modem lights indicate this outage? If not and it is an experience you are gauging from what happens on a device are you experiencing this over just WiFi or also when hardlined?

 

[crazynick9600]

When the connection goes down does your modem lights indicate this outage? If not and it is an experience you are gauging from what happens on a device are you experiencing this over just WiFi or also when hardlined?

The lights don't seem to change on the modem. I've seen it change once but normally i'm pretty sure it doesn't change anything. Both a wired and wireless connection go down. I just got off the phone and it looks like the error is the line has alot of noise on it they said. Somewhere between our modem and their local HUB that we connect too. It just took a few calls to get the right person to be able to find the issue. Now, they just have to track down where in between it is happening.

 

[QwerkyPengwen]

Yeah, noise can be an issue if the wiring wasn't done right.
I'm sorry you have to deal with the crappy that is COX. I only ever dealt with them for 1 year when I lived in San Pedro because I had no other option where I was living. Never again.