New Contributor
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3 Messages
Continually Having to Reset Modem
I've had connection issues for the past month or so. Every time I had issues, the ultimate fix was a modem reset. I also had to have support reprovision the modem as well. Since these issues seemed modem related, I purchase a new modem in hopes that the issues would be resolved. I first noticed that the modem I purchased isn't available to choose under the auto activation screen. I purchased the new SB6183, but had to select a lower end model to activate. I'm still having issues where I have to reset the modem every day or so, and also just realized that I'm only seeing 12 bonded downstream channels when the modem is capable of 16. From reading some of the other posts here in the forum, sounds like my modem needs manually changed in order to get the full benefit. Are others having similar issues changing to the SB6183?
DerrickW
Valued Contributor
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1.2K Messages
10 years ago
I would like to take a look at the account and make sure everything is setup properly. Please send us an email with the account information to cox.help@cox.com. Also in the email, include the HFC MAC address and the Cust S/N of the modem.
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doctordpt
New Contributor
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6 Messages
10 years ago
Don't know if this will help but my Motorola was slow and intermittently dropping the connection every 10 minutes or so. Tried everything I knew and then noticed that I have moved some boxes near [on it] and when I took them off the modem was very warm.
Put it in a well ventilated place, cooled off and since then [4 days] zero problems.
John
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mdravc
New Contributor
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3 Messages
10 years ago
Tech support finally acknowledged that they could see some drops to my modem. My modem was reprovisioned (again), and it was decided that a service call was necessary. After a service call from a contract installer with no test equipment (and no troubleshooting knowledge), and spending countless hours on the phone, finally had a tech at the house on the 25th. The tech had good readings outside the house, and minimal noise on inside. Just to eliminate everything we could, had the tech run a new line into the house and to my modem. Now I must admit-- I have residential internet, but business phone service-- so there is a splitter immediately before the modem that also feeds to my phone network unit (provided by Cox). I still have issues every few days where internet is sluggish, video streaming at the house drops off, etc.-- so today, I called tech support again and went through the whole thing over. First of all, I had to reset the modem as they couldn't connect to it yet again. Everything is new now from outside the house inside. New line, new modem, new router. I still have the splitter between the modem and telephone device (which they wanted me to leave off a few days-- which of course would remove my phone service). So another service call has been set up. I know this seems to be intermittent... here's a few snapshots from the modem:
Is it possible that the condition of the physical infrastructure in my neighborhood just can't support these higher speeds? This seems fine for a day or so after resetting the modem-- and did the same thing with my old modem. I can't be expected to reboot the modem as a daily procedure. HELP!
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ChrisL
Former Moderator
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7.1K Messages
10 years ago
By chance if you go into your router and enable QoS limiting it to your advertised speeds does that help any?
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