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New Contributor
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Connection is dropped every evening between 9 and 10 pm
Surfboard 6121 modem, Airport Extreme Router. Every evening arounnd 9-10pm we lose our internet connection. This is both wired and wireless. I unplug the router and modem and plug them back in again and everything is fine until the next evening. This started about two weeks ago. Does anyone else have this problem and have you solved it? I have been told by Apple that this is due to something Cox has done. Can anyone confirm this and suggest how to fix it?
ChrisL
Former Moderator
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The modem appears to be a little under equipped for the level of service you're on but I don't think that would cause disconnects. I'd start by testing without the router and seeing if you can duplicate the issue that way.
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caltroon
New Contributor
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We have Cox Premium. This modem and router have been reliable until two weeks ago when I started having to reboot every day. We have not upgraded our service or changed our modem for several years. The router is a year old. It's not possible to keep only one computer and nothing else plugged in for long testing periods. And other people have been complaining in the last couple of weeks since this started. Two weeks ago this modem had not dropped a connection for probably 3 years. The router has not dropped a connection since we bought it in August of 2014. I did hear that Cox has changed something in the past several weeks that has had a direct effect on this modem and router but no one seems to know what has happened. Even the experts are saying the problem is with Cox.
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Tecknowhelp
Valued Contributor II
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When you lose the connection, do you lose any lights on the modem?
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surfnet
New Contributor
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You are not alone. http://forums.cox.com/forum_home/internet_forum/f/5/t/11974.aspx
Curious what state you are in? Both of us in other thread are in AZ.
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DerrickW
Valued Contributor
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I can look into this for you. Can you send your account information with a brief description of the issue you're having to cox.help@cox.com? We'll help you get this corrected.
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surfnet
New Contributor
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Out of town on holiday for the next week. Will start troubleshooting again at that time and will update this thread.
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DerrickW
Valued Contributor
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Internet_Speed7
New Contributor III
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No.
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Internet_Speed7
New Contributor III
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No. The lights (all five of them) remain lit just like they do if I had a connect.
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caltroon
New Contributor
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Have not gotten back to this but I see everyone is still have issues. Yes, to the poster who asked if I was in Arizona. Yes, all the lights on the modem remain on and steady and the light on the router remains green. Yes the signal continues to drop daily - usually between 8:50 annd 9:30. Last night it was aroud 7. I called Apple yesterday morning and they had me go through resetting the router, although not putting a pin in the hard reset next to the power cord. And he said all the settings were correct. This is one of the best routers around and even my computer tech says his drops every evening and he has to unplug it and plug it back in again. Obviously the DHCP lease is being stopped from being renewed automatically by Cox and we're all having to do the refresh on our own. I have Windows 7.
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caltroon
New Contributor
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Yes, I am in Arizona. See my other reply earlier in this chain. Even my computer tech, who has an Airport Extreme himself, has his connection dropped every evening. This started maybe a month or so ago. As I said in another reply, obviously the DHCP lease is not automatically renewing. Cox acts like they never heard of this before but many people are having this problem.
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caltroon
New Contributor
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No we do not lose any light either on the modem or the router. Everything appears connected.
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caltroon
New Contributor
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I did decide to upgrade to a 6141 modem and the problem persists.
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ChrisL
Former Moderator
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You may wish to look at https://discussions.apple.com/thread/2508959?start=0&tstart=0 and see if this explains the problem.
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caltroon
New Contributor
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Well, this post was five years ago and I have no idea if this was in Arizona. The firmware has been updated since that time. As I said in my earlier post, I already contacted Apple about this. There has been no change in their firmware since I got the router in September of last year. I never lost a connection until a month ago. Everyone else on this forum's topic and every internet search I do says a, they have Cox and are in Arizona and b, this also all started for them a month ago. Cox has changed something that kicks in around 9:00 or so in the evening that creates a problem for this router, and for all I know, other brands as well. We have all had to unplug the router and plug it back in again every evening. It is the Cox modem speaking to this Airport Extreme Router and it's not saying the right thing in the evenings. Please check further into what could possibly be happening with Cox. Most of us appear to have done all the troubleshooting steps, including resets, that have been suggested before.
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