Welcome to the Cox Community
Our community is a collaborative place to learn about Cox products and services. Jump into the conversation today!
Messages
Selected Messages
New Contributor
•
Intermittent loss of signal
I have been losing signal intermittently for the last 6-8 months. I lose internet connectivity and also either can't view the cable TV guide or can't get channels to load at all when this occurs.
I have called tech support several times. A couple of the time I have been told that there are outages or maintenance in the area. I have also been told that the signal from my modem is there, but looks weird. I am not sure what they mean by weird.
Each time they are able to fix it for a few days, but then the problems come back.
I lived at my previous residence for 12 years and never had a problem. I have been at this residence for about a year and it has been a struggle. What is my next step to resolve this?
Tecknowhelp
Valued Contributor II
•
What are you signal levels? Should find them at 192.168.100.1 unless you have a gateway. If so, what model number?
Also, how is the house wired for cable? As in how does the coaxial get from the pole/road to the modem?
Last, take a close look at the coaxial going into the modem. What type is it? Some will be labeled RG59 or RG6, etc.
0
0
DerrickW
Valued Contributor
•
Are you using wireless connections only? When you lose connectivity do you notice a change in the lights on the modem? Any splitters connected? I can check the signal levels for you from our end, email your account info to cox.help@cox.com.
0
0
AzArtyMarine
New Contributor
•
Hi, thank you for the response.
My desktop is connected by LAN and my laptop is wireless. The lights on the modem usually stay on when I get these short 10-15 second spikes, but for longer ones a couple of them turn off. The only splitter is located in the Cox panel on the back of the house. I will email my info shortly.
0
0
AzArtyMarine
New Contributor
•
Hi, thank you for the reply.
The coax (RG6) goes from the pole to a Cox panel at the back of the house. There is a splitter there before it runs inside. I have a Cisco DPQ3212 modem and an ASUS RT-AC66U router. Not sure if this is the info you are asking for. Thanks again for the reply.
0
0
Tecknowhelp
Valued Contributor II
•
If you only have one 2way splitter in the house box, then I would suggest a technician to come out to the house. Looks like you have only -2 to -3 coming off your tap/pole, which is too low. This is probably causing some T2 errors (the ones you don't lose lights) and occasional T3 (lights change). Unfortunatly the DPQ3212 doesn't have logs on the user side, but Cox can see them on their side. Try to get up to Tier 2 to have someone look at those logs that understand them and have THEM create the appointment.
Odd that your upstream would also be so high. Is the cable from the pole to the house very long?
0
0
AzArtyMarine
New Contributor
•
It is probably about 50' from the panel to the pole. I will ask if Cox can send someone out. I might be missing something too, but that is all I see.
This house seems to have a curse. Any contractor that has been here for plumbing, electrical, ect. says "wow, I've never seen that before." about something here.
Thanks!
0
0
Tecknowhelp
Valued Contributor II
•
Hmm, when was the last time your drop/line was replaced? Also how many TV's do you have? Looks like a 2 way splitter feeding a 3 way splitter, but I am just guessing based on levels.
LOL. I feel your pain..and I can probably beat it. The place we moved into had some.... creative farmers as previous tenets. All the coaxial and a lot of the electrical had to be replaced. I still have one outlet where if I plug anything with a ground into it half the lights in the house go out...yea.
0
0