intermittent cable modem resets caused by signal drop

I came across this forum just a few days back ... and would like to bring up my issues with my intermittent drops.

I have Motorola Docsis 3.0 SBG6580 running this version SBG6580-3.5.8.4-GA-00-505-NOSH

And I keep getting dropped intermittently .. (I am based out of Chandler, Arizona)

Here are some recent status logs ...

I was having the same issue with modem drops.  Along with that problem the modem would not allow for port forwarding and triggering.  According to Motorola it was a cox issue.

I eventually got to Tier 2 Tech support and they advised they felt it was not their problem.  (port forwarding).  We then moved on to the drop signal issue, which was solved when they "re-provisioned" the modem to the network. 

Thread is here on the port forwarding issue: https://forums.cox.com/forum_home/internet_forum/f/5/t/722.aspx

I would have them re-provision your modem.

I just started experiencing intermittent Internet drop outs during the past 2 weeks. Each time Internet access drops, I need to power-down the modem & router, then power-on the modem followed by the router to restore Internet access (there are no hardware reset buttons on the modem or router). 

Nothing has changed on my end (same Cable Modem, Same Router, no config changes, no new hardware or software installs, nada!!). I will call COX tech support and ask that my Ambit SpeedStream U20C018 Cox supplied modem be "re-provisioned" to the network (what ever that jargon means).  My Ambit modem is Docsis 1.0/1.1/2.0 Compliant.

I will seek out my neighbors using Cox Internet to identify if they are experiencing the same issue. If yes, then it is highly unlikely the problem is on the customer end.

Thankfully there is a Verizon FIOS alternative, competition to COX, in my 90275 zip code.

Also, we have had some luck providing feedback to our City Hall when issues like this are not resolved in a timely manner.

P.S. Having found this forum thread, I am glad I did not go through the arduous path of replacing my modem or router, as the information in this thread indicates that has had nil effect resolving the issue.

Inzax said:

I was having the same issue with modem drops.  Along with that problem the modem would not allow for port forwarding and triggering.  According to Motorola it was a cox issue.

I eventually got to Tier 2 Tech support and they advised they felt it was not their problem.  (port forwarding).  We then moved on to the drop signal issue, which was solved when they "re-provisioned" the modem to the network. 

Thread is here on the port forwarding issue: https://forums.cox.com/forum_home/internet_forum/f/5/t/722.aspx

I would have them re-provision your modem.

Re-provisioning is just deleting then placing your modem back on the network.  It worked for me although I am not sure why.  Could be coincidence.

Good luck.

Hello, I am very glad I found this forum. The past few months my connection is **. It disconnects and reconnects consistently every day all day. I have a D-Link Wireless N300 router (that worked 100% fine before) and a Cisco DPQ3212 for my modem. When chatting in IRC chat every few minutes I'm DCed and then reconnected due to broken pipes which after researching is more than likely due to overage or ISP use is peaking. I had no download/upload activity even going on. Also I have a game that can't stay connected long enough to even update so I cannot play it. I have to reset the router twice a day it's such a pain and I can't even enjoy the internet that I pay for. I don't know how to post logs but I did find my signal info

Please any help would be appreciated! Thank you.

I finally sat here and thought of everything that it could be which led me to my router's home page (in a broswer the IP). I clicked the firewall settings and looked through it. I came across something called DMZ Host which explained that it would allow for 1 computer that is hooked up to the router to be placed outside of the router's network. Now while this is obviously leaving you exposed to attacks I believed it to be worth a try lol. Well After putting in my Desktop CPU's IP and saving settings I can now say I have not received one Broken Pipe error message and everything is running great. My game I bought is even downloading an update without disconnecting every 2 minutes! I really really hope this helps 90% of you if not 100% lol.

Although this solution solved your problem, be aware this is not the best solution for the reason's you pointed out.  Your other PC's will continue to have issues since they are not in the DMZ.  It sounds like your router and/or its settings are the root of your issues.  Good luck.

I'm also in chandler w/a SB6121/net gear 300 router. I have a feeling this is a cox issue and not our own issues w/our hardware. since new years or just before I keep getting dropped for minutes at a time. I got both these items over the summer and have worked flawlessly until recently. look over the boards and there seems to be a common thing going on since around xmas in all their areas.

Per suggestions/thoughts expressed here ... I called Cox .. and had them re-provision my SBG6580. But, it hasn't helped.

Nothing has changed. I still get errors such as this:

And finally ..

Yeah im having the same problem. And cox seems to be not be able to solve it. They have sent out two techs and now a third is coming at 3pm. They say my signal is fine. Gave me a new modem and said everything will be fine. Well its not fine. Im a gamer and disconnects equal death. Im losing hope and faith in cox and considering other options even though I dont want to. Ive had a good track record with cox. But this latest problem is unacceptable. Im tired of cox telling me everything is fine. I also checked my router. Connected the modem straight to my PC. Still had problems and disconnects. Connected my router to a friends computer and it still functioned well. Funny part is my friend has verizon FIOS. So it isnt the router either and the modem is new so. Im really fustrated right now with cox.

I hope they fix this tommorrow. Or I will have to consider other options unfortuently.

I cannot have this poor of service as a gamer. Plain and simple.

The only advice I have is to keep at them, Call tech support.  Don't settle.  Move on to another service if you can.  The SBG6580 seemed to be the common denominator.  That appears not to be the case.   To prove my case and monitor my internet connection I downloaded this  http://code.google.com/p/internetconnectivitymonitor/

It pings two websites of your choice every five seconds.  If your connection goes down it keeps track of missed connections.  You can save the log and show it to Cox.  This won't tell you where the problem is but will justify adjusting your bill or escalating your case.

Post back here your results.  I am curious.  Mine missed all sorts of connections until I had them re-provision the modem.  After that, I was good to go.  That fix has not worked for others.

How can this issue be marked solved? I have been having the same problem for over two years now.

The latest was this morning. This is a Cox issue. It is NOT the modem!

Over twelve years with Cox at this address. Probably not much longer.

Oh, and thanks for the latest increase on my bill.

I'm from Omaha NE and I've run into the exact same issues with my Motorola SB6121...starting happening when COX performed an "upgrade" in our area back in the beginning of December 2012. I also work from home so the constant modem dropping has become a real issue for me. I had a tech out last Thursday who proceeded to tell me that Cox was aware of the issue and had come up with some sort of "patch" that they are rolling out this week. I asked why I had spoken to six different people at cox over the course of a month and a half and none of those individuals mentioned a patch. They instead told me that my signal level was great so it must be my equipment. I've purchased a new modem, new router and UPS since this issue started. The tech left and told me that I should call his manager on Monday if I was still having issues.

Today is Monday and my modem has dropped 7 times since I logged in for work this morning. I called the service manager as I was instructed to do and he told me the patch was rolling out tonight and that I should wait and see if that fixes the issue. I told him I wanted something in writing from Cox stating that this known issue originated internally at Cox. I would like something in writing that says they are responsible. I didn't ask for a credit on my bill, didn't ask for money for the equipment that I purchased that I didn't have to....just asked for Cox to tell me in writing that they are responsible for all of us losing our internet access and from what I've been reading....having a negative affect on our ability to make a living.

I'm going to wait and see if this so called "patch" works ...if it doesn't I'll be happy to find a different internet provider. 

The firmware version is still the same on my modem as posted by others late in this thread.  I have noticed the "hardware version" is now 2 instead of 1.  Hmmm....Is the new hardware version indicative of a "patch."