New Contributor II
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3 Messages
Can't connect wireless router after upgrading firmware
I upgraded the firmware on my WNR 2000V3 modem, which Cox had sold me earlier, and I can no longer connect to Cox through the modem. I also reset to factory default settings.
I can't find anywhere on Cox's site where it explains how to connect via a wireless router.
My recollection is that Cox filters the MAC address, so most likely the issue is on Cox's end, and they simply need to reset their system to accept the MAC address of my wireless router. I called Cox, and they offered to fix the problem for me for $100, which I think is rather exorbitant if the problem turns out to be on their end?
Are there any instructions on the Cox website for how to connect a wireless router to their cable mode?
This feels rather like extortion to me. I'm an engineer, so I'm fairly technical. I don't think it should be necessary for me to pay $100 just to connect what is basically a very simple device to the Cox network.
I am able to ping my wireless router from my PC, but I can't ping the IP address 68.99.123.161, which should be a valid Cox IP address. So, it's not a DNS problem. My wireless router is set up to obtain its IP address automatically. I've tried resetting both the cable modem and the wireless router.
I have tried to alter the MAC address of my wireless router to match the PC, but that doesn't work. Looking back, it didn't work the last time either. As I recall, Cox had to do something on their end in order to permit access to my wireless router.
The lady on the phone that I talked to said she wasn't in tech support. I think she was actually in sales. She was simply there to sign me up for premium support. I should not require premium support to reconnect my wireless router which I purchased from Cox. It boggles my mind that a tech support call would be answered by a salesperson. She had no technical capability whatsoever.
Any advice or suggestions would be appreciated.
I am thinking about taking my phone and internet business to AT&T.
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Accepted Solution
Metabagel
New Contributor II
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3 Messages
I apologize for whining. After four hours trying to solve the problem and then having someone at Cox try to upsell me on premium support, I was irritated. But, the problem did turn out to be on my side.
The problem turned out to be a competing DHCP server on my network. It's a Sprint Airave wireless extender which is connected behind the wireless router. Despite being connected on the home network side of my wireless router, it was supplying an IP address to my PC (which was plugged into the wireless router), and that IP address was in another subnet (192.168.17.x, rather than 192.168.1.x). So, my wireless router was connecting just fine. It was the PC which was on the wrong subnet.
This Airave device is something I newly received. I haven't looked into what it can do. It's not even working yet, but I had connected it to my network. I found online a procedure for installing this device behind my wireless router and disabling the DHCP, so I will try to do that.
https://community.sprint.com/baw/message/254226
Once again, apologies for my attitude, and thanks for responding.
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Metabagel
New Contributor II
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3 Messages
I forgot to mention that I already disconnected my cable due to the exorbitant cost and limited ability to purchase channels a la carte.
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AllenP
Valued Contributor
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1.7K Messages
If you haven't done this already try unplugging both the modem and router for at least 1 min, preferably 5 or more mins. Next, plug in the modem only, wait for it to fully boot up. The power, send, receive and online lights should be all solid. Then power on your router and wait for it to fully boot up. Now test, can you access your router from your pc (192.168.1.1)? If so, did it pickup a WAN IP address from Cox? Can you access your modem at 192.168.100.1 from your PC? Please let us know if this helps.
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Health_Edge
Valued Contributor III
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4.2K Messages
"I upgraded the firmware on my WNR 2000V3 modem,"
Thats a router, not a modem. What kind of modem do you have?
"My recollection is that Cox filters the MAC address, so most likely the issue is on Cox's end, and they simply need to reset their system to accept the MAC address of my wireless router."
Cox remembers the MAC address of your router, or what ever you have connected to the modem, for as long as the device is powered up. If you turn it off/on it will go through the DHCP process again and automatically assign a new IP to the new MAC address. Thats how DHCP works. You don't need to re-register anything through Cox.
"I am able to ping my wireless router from my PC, but I can't ping the IP address 68.99.123.161,"
You wouldn't be able to ping your own private IP address from inside your router unless your router has loop back. You should be able to ping the default gateway, or any normal website though. What happens when you try?
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DerrickW
Valued Contributor
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1.2K Messages
Doing an upgrade on the router firmware should not have affected your ability to connect to the internet. We do not do any type of address filtering, but changing the firmware would not change the MAC address of that piece of equipment so it should still connect. Were you able to try the steps above provided by the other moderator? We can check on our end to see if the router is getting a valid IP also. Please send the MAC address to cox.help@cox.com, we'll take a look. -Derrick
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