After Cox Upgrade, constantly losing internet connection

1. How often does the problem happen?

2. Does it happen when you bypass the router and hook directly to the modem?

3. What service were they offering for 50? Cox Tech Solutions? Did they give a reason they suspected the router as a issue?

4. The "upgrade" was probably just a representative talking off the cuff, as in what would be a reason a modem would need to be upset. Modems needing reboots are very common, but a good portion of the time it's just a temporary fix.

It's been happening several times a day the past couple weeks.  Sometimes I have unplug the modem and other times it just begins working on its own, if I wait long enough.

Haven't tried bypassing router yet, but will do the next time it happens.

The tech said if they come out to check what is wrong and it is the modem or router they'll charge $50.  No reason given about anything.

The "upgrade" was an actual recording Cox had in their system when I called about this the first time.  So Cox did do something.

I did access the modem log, but don't understand any of it.  "Status" says "operational".

The modem is a Docsis 2.0 Motorola Surfboard SB5101U with a Cisco Linksys E2000 router.

When you lose the connection, and before you do anything, what do the lights look like on the modem? Same as normal operation or different?

Now I understand the 50$ thing. I thought they were offering a service, when really they were just making you aware of potential cox if not a Cox issue. Its a standard precautionary measure that they have to say every time they go to set up a appointment I believe. A valid warning, but one that is moot if you do the appropriate testing on your side to isolate the issue, since if it's a Cox issue, there would be no charge.

The upgrade message may have just been a general warning for your state or market, and not specifically your problem. I usually ignore them unless it is very specific to my problem or area. It is possible it is some how related though, just maybe not directly. 

What are the signal levels of your modem? You can find more info in this youtube video.

I've had Cox for 15+ years and rarely (once or twice in 3 years) have to contact them.  I do expect some customer service.  (IMHO, modems should be part of the cost and provided and supported by the ISP.  Most customers are not techies.)

I will double check the lights the next time it happens, but I think they all stay on and the "Activity" light flashes as it's supposed to.

Okay, right now I went to open a new tab and tried several websites (Google was one) and I get "Webpage not available, reload" or "more"!  This what's been happening, but sometimes I can't get email either. 

Email is working.  Lights on modem are 4 solid, Activity light is flashing.  I'm sure when I go to send this post I'll get the "Webpage not available"?

Now Modem shows:

Latest Log Post:  

??????????????

I was able to send that previous post, yet I still can't get google.com or other websites.  On another tab (Cox) that was open when I clicked on a link and got the "Webpage Unavailable" message.  Email still working.  But I am able to continue posting here.  But a new page seems to not work.

When it does this, the bottom of browser states, "resolving host".

I agree, to a point. Usually a technician won't charge if the problem is the modem and it's within a year of the purchase date, because that is the manufacturer's warranty. That area is kind of grey though. Some representatives have told me that only counts if you bought the modem from Cox. To be honest though, I doubt even 1% of the problems are related to modem hardware issues. Most issues are signal or wiring issues, and then Cox covers up to what is called the demarc, which is usually where the coaxial attaches to the house's ground. Anything after that is usually customer responsibilities. But there are always exceptions, and sometimes the technician just feels bad and doesn't charge. 

I wouldn't suggest changing the modem. First you need to rule out signal problems. Looks like you may be far away from where the cable signal is being produced in your area, but thats just a guess. End of a long street? Far away from the street? Underground wiring? Could you describe how the cable wires makes it from the street to your modem?

The life span of the modem is hard to determine. Alot of it has to do with heat. 2 years on the lower side. I would expect 3-5 years out of a modem. 3 if the conditions are bad, 5 years if conditions are good.

I'm in the city (Phoenix) and the cable is underground from the street to the house, maybe 30 ft. or so.  Then it enters a Cox box and then the garage (1200 sq ft home) and there is a single connector.  Cable then runs through garage, back outside, but under eaves and re-enters a bedroom.  There is a single connector in the bedroom.  No splitters anywhere.  This has been checked before by Cox.  Nothing really gets moved, bumped, or weathered.  I checked connections, they are tight.  The only thing that gets moved is the modem when I have to keep unplugging it.   I've checked all the plugs and connections.

I live in the middle of the block -  on a block and a half long dead end street.

Without unplugging modem, all appears to working fine again.

My gut is telling me if it is a inside wiring issue (which it may not) I would first look at the cable under the eaves. Don't know why, but that feels like the problem. Animal or weather damage, but could be wrong.

If you have the patience available, you may want to try to connect the modem directly to the cable in the garage? Take signal readings there? If they aren't within spec, then you have isolated the issue to Cox's end. But atleast we now have something to track the problem, those T3's. I bet they happen each time you have the problem. 

Well, just heard from neighbor.  They've been having problems, too.  Cox came out, tried charging $50 for outside wiring, but they are still having problems.  So Cox should be well aware of the problem.

Actually, they probably aren't aware of it yet or else they wouldn't have sent technicians out to your neighbor's house to begin with IMHO. I would give it maybe 2 days, and watch your signal levels. If your signal levels continue to change like that, and you keep having the problem, I think a technician is in order. 

JMK said:
Well, just heard from neighbor.  They've been having problems, too.

I think the service call is going to be the best bet.

Technician disconnected the cable from the phone box and also ran new cable from the street.  It's not ideal as it runs a long way from the street to my main electrical panel, then back tracks in the house.  Hasn't happened since he did the repair.  But, could probably be better.  I might have to relocate my modem to another part of my house, so the cable isn't so long.  (Makes me wonder what do they do with people who have big yards,)  Can't wait for wireless.

It happened again today!

Why can't exact problem be found?