New Contributor III
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24 Messages
Internet Outages, periodic, Ranging Errors
I would appreciate any insight or solutions to the periodic loss of our internet connection.
Over time this has occurred “every so often” and months can go by without this occurring. When it does occur, like recently, it happens two or three days in a row, usually on a weekend. (example: Fri, Sat, Sun, Tues, and last weekend, too). Sometimes the internet reappears in 2, 5 or 10 minutes, or if I am really PO’d, I reboot my modem.
Rebooting the Modem usually, but not always, restores the connection. During the ‘out’ time, the modem happily shows the correct amber and blue lights, like it’s perking along just fine; it isn’t. Also, during the ‘out’ time, my internal network is fine: I can see all of my devices and computers, etc. So it seems NOT to be an issue with the Router…?
When this occurs, the Modem log is filled with more than a dozen successive by the second, 3-Critical R02.0 and R07.0 Ranging Errors.
After I do reboot the modem, the Log page is mostly blank, and if I think to look at it in a week or month, it’s still basically blank until the internet lost issue happens, and the log gets filled up again with a page of these 02 and 07 errors.
During my recent CHAT with Support, they said, “Oh, your signal is bad” - (I didn’t correct the tech by pointing out that it is YOUR signal that’s bad….) “I’ll reset your Modem. (ok, that works).
Also, if anyone has the info, I’d like to know if there is a difference between when I take off power and then reboot my Modem, or when Cox central office Resets it, like today.
Thanks for any info the Cox Support Team or the Forum Experts can provide.
Data:
Cox San Diego, North
Motorola SB6121 (not too old)
Netgear R7000 Router
Windows, various;
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ChrisL
Former Moderator
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7.1K Messages
From here the modem appears to be reporting good signal levels but it's showing hints of a power problem. Do you have it connected to a power strip? It may be worth seeing if it'll work better connected to a different power source.
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phb1342
New Contributor III
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24 Messages
Yes! Will do, & thanks...
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phb1342
New Contributor III
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24 Messages
ChrisL - I have reconfigured the modem power to an outlet. Can you see any difference?? Thanks, very much.
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DannyS
Moderator
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621 Messages
Hello phb1342,
Looking into what you have described and what we are looking at here. It's our feeling that in your best interest we need to arrange a trouble call for you. So we can set this up for you. Can you please reach us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. Just supply us a link to this thread so we can help.
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phb1342
New Contributor III
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24 Messages
Thank you. I've sent an email to cox.help.
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phb1342
New Contributor III
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24 Messages
Follow up on Loss of Internet – Good Customer Service and Help from Cox
Cox Help set up a service appointment to review my problem. The Tech showed me the signal levels on his phone app and reviewed the connections for the modem and TiVos and Cable Box. It seemed pretty clear that only the Modem could be the culprit.
I installed a new Netgear CM400, which has been fine for the last two days.
The SB6121 had been in continuous service since July, 2013. I really didn’t think that was the problem since it was occasional and usually lasted 1-3 days, usually started on a Friday and almost always at either 8 am or 1130 am. Sometimes when occurring, a reboot would cure it, sometimes several per day; then, all would be fine for a week or a month or more. Cured, for now.
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JonathanJ
Former Moderator
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1.9K Messages
Sounds good please let us know if you have further internet issues.
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phb1342
New Contributor III
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24 Messages
Below is a portion of a page of failure remarks that I have logged on my NEW modem, the same errors as on the old modem. This is 3 weeks or so since the new modem was installed.
And, these failures are at about the same frequency (once a month +/-) and time of day ( 730 - 830 am they tend to occur) as before, with the old modem.
It would seem that a new modem not on a power strip is not the problem -- there is some issue with the Cox equipment.
Please check and advise; Thanks, in advance.
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