New Contributor
•
3 Messages
Constant disconnects, possible old coax line faulty.
Hi all,
Been having this problem for a while now. Upgraded from DOCSIS 2.0 modem to newer DOCSIS 3.0 (netgear cg3000dv2) under a year ago. Every day, in order to get the connection that I pay for, I go through the Cox standard checklist of disconnecting, rebooting, flushing DNS's, release/renew... you get the picture. It's pretty much playing roulette until I can get a decent connection.
My setup is straightforward. The coax line from the wall goes directly into my cable modem, and my PC is wired into the router. No splitters or any other things attached. Whats inside and beyond where it comes in from the wall is beyond me. I can say that the coax line is old, and the outer protective coating is soft and rubbery and not like whats currently found in stores. I've also noticed the connection is affected by the weather. On excessively hot days or cold nights, or when it's raining or even windy, the connection will falter.
Throughout the day when I notice the connection start to drop, I'll do speed checks both through speedtest.net as well as the Cox Internet tools test (yes, run by the same ookla site). On a "normal" test, my speeds will be 50-62Mbps Down and 5-9Mbps Up. When it starts acting up, the speeds will be all over the place. Sometimes <1Mbps Down w/ 23-33Mbps Up. To say this is getting old and annoying is an understatement.
If this works, here's a pic of my connection status page:
Here's the Event Log:
The event log is basically the above over and over on different days. This is just for today.
I've been researching similar issues online and here in the forums, and from everything that I'm seeing, it's all pointing to the line being faulty. So any help would be greatly appreciated to get this resolved.
Related Content
Closed
7
0
Closed
1
0
Closed
1
0
Closed
0
0
Closed
1
0
Tecknowhelp
Valued Contributor II
•
2.8K Messages
"The coax line from the wall goes directly into my cable modem, and my PC is wired into the router"
Can you explain? The CG3000 is a gateway. Are you calling it a modem and meaning you have a router attached to it? Or are you just calling it a modem AND a router?
Also, do you have other outlets in the house? If so, how many splitters between where the line comes into the house and where it connects to your modem?
"Whats inside and beyond where it comes in from the wall is beyond me. "
Then who would know? The wires inside your house are your responsibility unless you pay for the wireplan, AKA CSAP, AKA what ever they call it now. Anyone here or even a technician is only going to know less about the wiring then you do. Do you rent? Can you look? Can you take pictures?
The T4 in the logs makes me think its something with the SNR, and the SNR on one of your downstream channel is a tiny bit low. If not for the T4 I wouldn't think it would be a issue, but that is where I would start. And DS SNR problems are usually caused by bad lines or splitters. So it all comes back to wiring. If your not looking for DIY, call Cox and have them figure it out. It's just probably going to cost you something. Check with Cox first.
0
0
synaschizm
New Contributor
•
3 Messages
Hi and thanks for the response Tecknowhelp. I'll answer to the best of my ability.
Yep, nothing else is attached. Wired directly into the gateway. No hubs or anything of that sort. I live in an apartment complex that was built in the early 70's. I'm pretty sure the coax is NOT that old, but it is relatively old.
I have no other outlets in the apartment, just the one line for cable.
After all the research that I've been doing, and seeing a lot of your replies here, you're pretty much summing up what I was suspecting.
Yay. Now I get to call Cox and go through all the scripted fun.
0
0
Becky
Moderator
•
4.3K Messages
Your modem is showing a high flap count, and the Tx level seems a bit unstable. You've gone through some good troubleshooting on your own! Since there are no splitters nor another coax outlet in your apartment, it might be time to schedule a service call. The other thing we can't rule out is the possibility of an issue with the Gateway itself. You can test this on your own by connecting a different modem or Gateway and see if the disconnects continue. Cox has a 30-day return policy on all devices, so if you were to pick up a new modem from a Cox Solutions Store and we later determined the problem to be outside your home, you could return the new modem for a full refund. If you'd like to schedule a service call, email my team at cox.help@cox.com. You shouldn't have to deal with such frustration on a daily basis!
0
0
synaschizm
New Contributor
•
3 Messages
Hi Becky!,
Thanks! To be honest, these connectivity issues were happening before I upgraded to this current modem. I was originally told by Cox staff, that my connection issues were due to having an older DOCSIS 2.0 cable modem. I went and purchased the gateway currently being used, at Fry's around a year ago, so I'm kinda stuck with it at this point. As before with the previous modem, I was constantly rebooting for a decent connection. Thanks for the input, I'm writing up an email now.
0
0
MichaelJ
Moderator
•
1.8K Messages
0
0