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New Contributor
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Internet drops frequently - modem cycles itself
This problem has been occurring for a while, but has been particularly bad in the last couple of months. Basically, we lose service, mostly for short periods, but occasionally for hours where no amount of rebooting and restarting will do the trick. We will notice the loss of internet connectivity, and then look over at the modem to see it go into restart mode. This happened with our original Scientific America modem, and now our Motorola SB6141, so I find it hard to blame in on the modem. And since the modem is doing all of that on its own, I really doubt it is the router. After a particularly frustrating weekend two weeks ago, I found the IP to the modem and checked out the stats. At the time, we only had 4 downstream channels instead of 8. By the end of the weekend we were back at 8, but just half an hour ago it happened again and I checked and we have 5. I don't know if posting the error log will help, and I also don't know what addresses to take out if I do.
So, my questions are:
1) What could be causing this problem? I have a hard time with the idea that it is equipment since it has happened with two routers. Signal coming to the house? When everything is working fine I am now getting about 30-35 down, but other times it is technically working but I am getting 3.
2) How do I actually talk to a real person instead of the automated system that tells me to reboot the router. (rebooting may work, but that is well beyond the point here when I am continually having this happen)
Thank you for your help.
Nick
ChrisL
Former Moderator
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wxman91
New Contributor
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Thanks, Chris.
So, what I have is one cable strung from the street to the west side of the house. At that point they split the cable into a dual-cable that runs through the attic and out the other side of the house. One of the splits is then coupled (one-to-one) to another cable to get it inside the house, and then coupled again (one-to-one) to get it to the modem. Not exactly how I'd do it if I was stringing the house, but it is what it is. So, the split is outside and not in a great place to test.
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timmccoy88
New Contributor
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Nick,
I along with numerous others have had this same problem, for MONTHS now. We have purchased a couple of new modems, and several different and new wireless routers, and still intermittent "drops" if you will, for probably a couple of minutes each time. This has happened at least 4+ times to me just today alone, on a Saturday. Cox seems to always blame it on our equipment, and never takes blame themselves, and does not seem to have a real answer to this situation. My wife has had to stop working from home, because she cannot put up with these interruptions in service while working from home. Take a look at the link I have attached, notice that they are no longer allowing for replies to that posting.........wonder why?
Anyway, I am done with Cox. After being with them for probably 8 years + now, it seems like they have no resolution for this problem, and I am tired of buying new equipment. Pulling the plug on Cox.
http://forums.cox.com/forum_home/internet_forum/f/5/t/1307.aspx
Tim
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Becky
+2 more
Moderator
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I found your individual Forum post before I found this thread, so I apologize. Please see my reply at http://forums.cox.com/forum_home/internet_forum/f/5/t/3075.aspx.
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wxman91
New Contributor
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I have the coaxial going straight into the modem.
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Health_Edge
+5 more
Valued Contributor III
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" At that point they split the cable into a dual-cable that runs through the attic and out the other side of the house" Could you give more info on this? a Dual cable? Like two coaxial in one sheath? Or is one just a supporting wire?
When you say the splitter is outside, do you mean exposed to weather or is in a house box? If its exposed, then thats where I would start looking. Most splitters are not designed to withstand outside temp changes and moisture.
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Pq5
New Contributor
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I agree. I've been with Cox since before it was Cox in Las Vegas, over 30 years. Not that Cox cares. I'm going to look for a more reliable internet service. Phone and TV seem to be OK but a package with another provider may be less frustrating.
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ChrisL
Former Moderator
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That being the case it may be time to have a technician come out and take a look at what's going on there.
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ChrisL
Former Moderator
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If you're experiencing any connection problems we'd be happy to assist. You may wish to start a new thread so as to avoid any unnecessary confusion.
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wxman91
New Contributor
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ChrisL,
I would appreciate having a tech come out. How can we make that happen? Thanks.
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ChrisL
Former Moderator
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This would naturally be better discussed in private. You can either email us at cox.help@cox.com or call to speak with our technical support and we can get that setup for you.
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wxman91
New Contributor
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Just to follow up, a Cox tech came out yesterday to look at the connection. He did a couple of things, including putting the exterior connection in a weatherproof box. Evidently, the problem was coming from the connection at the street, though. He put in a request for the guys with the cherry-pickers to come around, and said that it would probably be around three days. Well, I guess I got lucky because about an hour later somebody was out working on the line at the street. Connection has been solid since, and while I didn't record this, I'm pretty sure my power level is much improved from before. So, hopefully this will hold. Thanks for the help.
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Pq5
New Contributor
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I replaced the Netgear modem with a Zoom 5352 and the internet drops have decreased to one during the last 24 hours. Below are the levels as indicated on the UI:
Are these within acceptable levels?
Thanks.
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