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Intermittent internet connection loss, Airport Extreme (newest version) router and SB6141 modem
For several weeks I have experienced intermittent loss of connection to internet, sometimes resolving spontaneously but other times requiring reboot (power off/power on) of cable modem (Arris SB6141). Cox support by (phone and by local technician visits to home) show proper signal levels to modem. Arris/Motorola support also says modem checks out OK, according to signal levels, etc., in the modem status pages. Internet speed test for my level of service (Preferred) has been normal when the internet connection is present. The connection loss in recent weeks is typically in the 12 midnight to 2:00 am time period. On the two most recent occasions Cox reps denied a known maintenance outage, stated my problem was unique. Local in-home wifi network works fine; only internet connection is lost.
On my latest call to cox tech support, the tech ran tests and suspected a problem with the cable modem (Arris SB6141) and arranged for a new modem to be shipped to me (Cisco DPC3010). This arrived but I have not connected it yet, pending further research.
Researching the issue, I found reports of alleged incompatibility between Cox and the Airport Extreme router, possibly related to Cox’s IPv6 implementation of IPv6 and the AE router IPv6 settings. There are also reports of incompatibility between the Arris Sb6141 modem and the AE router.
Question: Are there any setup parameters in the Airport Extreme router that I should try before changing out to the new modem? Something perhaps related to interaction between the AE router and SB6141 modem, or between the AE router settings and Cox’s IPv6 requirements? My current router settings are Configure IPv6 “Automatically” (other choices are “link-local only” and “manually”) and IPv6 Mode “Native” (other choice is “tunnel”).
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ChrisL
Former Moderator
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7.1K Messages
Disabling IPv6 on the Airport should solve that known issue however if you're still having problems you may have other issues occurring as well. I'd suggest testing without the router for starters to see if the Internet itself is working correctly.
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StayingAlert
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Latest update - Another connection drop occurred 8:52 am 14 March. Called Cox, the rep denied any maintenance or other service outage and stated that Cox system couldn't connect to my modem. Modem re-boot restored the connection.
I accessed the modem (Arris/Motorola SB6141) status page, which revealed weak or bad signal strength on 4 of 8 download channels. At suggestion of Arris rep, I did a factory reset of the modem in order to flush memory caches. Modem status was the same - weak signal on 4 of the download channels. Arris rep suggested problem was probably with Cox Cable line to my home.
I called Cox again, talked to 2 reps, the second of which agreed that the problem was probably with the Cox cable line to my home and scheduled a tech visit tomorrow, 16 March.
A couple of points - there is a tendency among some - including myself - to attribute problems to router, IPv6 settings, etc. I think that it helps to maintain a skeptical outlook, eliminate variables, isolate the problem and don't jump to conclusions without valid data. I'll wait for the Cox rep to check & restore my line, then re-evaluate.
Thanks to those who posted - stay tuned.
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ChrisL
Former Moderator
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7.1K Messages
The signal aren't looking bad at the moment however I am still seeing the IPv6 issue affecting your connection.
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StayingAlert
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4 Messages
Thank you. Please advise if I need to change my network or router settings with respect to IPv6 setup. It is my understanding that IPv6 is not available in my area yet (Hampton Roads Virginia).
Cox technician visited today, checked my connections and inserted 3db attenuator. Re-check of the SB6141 modem status page showed the power levels for the 8 downstream channels to be in the 2 to 7 dBmV range. Prior to installing the attenuator the power levels ranged from 5 to 10 dBmV. I was advised in prior conversation with the Arris tech rep that a value of 9 dBmV is poor and a value of 10 dBmV is not acceptable for downstream power levels for this modem.
I will monitor over the next few days/weeks for loss of internet connection.
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ChrisL
Former Moderator
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7.1K Messages
IPv6 is indeed active in all service markets now. It does however appear that it's now disabled on the Airport router. You may still need to reset the modem to finish the configuration change.
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MernDub
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I am in the Hampton Roads area as well. I have been dealing with dropped internet and poor signal/speed quality for well over a month now. This week I purchased a new Airport Extreme router (changed from outdated Netgear N600) and a new Arris AB6141 modem in hopes of fixing the issue or atleast starting with a clean slate so Cox couldn't tell me my modem or router were old/bad. When I called Cox to get my modem up and running, the tech informed me of the issue with IPv6 with AE routers, so I disabled IPv6 as instructed. Had a great connection all day yesterday. Woke up this morning to no internet. Had to restart the AE to get it back up and running. This is very frustrating and I'm considering returning the AE (since we don't know when or if a fix will come out) and getting a Nighthawk AC1900 instead. I see that people are saying you also need to set the AE router to "Link Local Only" for this issue. I can do that when i get home. But does this slow down our connection speed??
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ChrisL
Former Moderator
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7.1K Messages
Setting the Internet connection IPv6 to link-local only is actually the correct procedure for fixing the intermittent connection problem. There aren't any speed implications to doing this however you won't be able to connect to any IPv6 hosts. If you are specifically needing to use IPv6 I suggest either contacting Apple to discuss possible solutions or switching to a different brand router if you have one.
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Internet_Speed7
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I live in the San Tan Valley, Phoenix, AZ. Having the same problem AGAIN! Started yesterday March 16th. Have had to "restart" my modem and router 3 times in the last 24 hours.
Had this problem for a month (to the point of losing my religion) about 3 or 4 months ago but it finally went away. I didn't do anything on my end, didn't contact Apple support to see if my Airport Extreme might be the problem yet the problem went away UNTIL YESTERDAY!
At least I know what to do this time. Just unplug my cable modem wait a couple of minutes plug it back in and I've got internet again. I'm sure other ISP's customers do the same, don't they? I've been an extremely happy COX customer for 10 year but I'm beginning to feel like a "settler".
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ChrisL
Former Moderator
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7.1K Messages
Looking from this end it appears that IPv6 is still active on the Airport's Internet interface which is a known issue. I suggest setting it to link-local only and resetting the modem and router to see if that helps.
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Internet_Speed7
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Will do if I can figure out how. Thanks.
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Faulty_fitting
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4 Messages
I have had issues with speeds for years, a tech finally replaced the cable end fitting coming in from the street, it was and had been shorting out since day 1! The original installer had not cleanly stripped away the braided part. So for 12 years of bad service (2 at premium rates) Cox offers me a $25.00 credit! what A**holes.
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ColleenD
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The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox High Speed Internet services with other customers. If you need help with billing or other account specific issues, please reach us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.
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HUGO393
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Thank you for posting this. I bought a brand new SB6190 and have 5th Gen AE. I have been having outages starting back in late December until now. We have had to reboot the modem several times a week. I am on 7.6.4 firmware and was going to downgrade to 7.6.1 until i saw this post. I will have to try this and cancel the cox support call I have set up for tomorrow.
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Becky
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4.3K Messages
From what we understand, Apple AirPort Extreme routers and Time Capsules can experience Internet connectivity problems when running IPv6 on firmware versions 7.7.3 and earlier. Apple is working on a fix. The current workaround is to disable IPv6 on your device. Go to your AirPort Utility app and click Edit. Choose Advanced and then IPv6. Change "Configure IPv6" from Automatically to Link-Local-Only. Click Done.
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Michelle_Ayala
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Was it ever resolved? I'm going through the same thing and restarting everything is getting old fast. The tech is coming out for the second time this month. Really considering cancelling at this point. This has been going on for years for me. Years of techs coming out to no avail. I have been given multiple modems. I'd like to keep the service, but it's stupid to pay for service I'm not receiving.
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