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New Contributor
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Internet Outages
Three times this week my Premier service has went out and been down for several hours. I call and am placed on hold for 30min plus only to be told that there must be a service outage or something wrong with my modem. Well, Ill agree that there is something wrong with the modem, it restarts over 10 times in a matter of 6 hours all completely on its own. Basically, the main point of this post is to inquire with you as to why there have been so many outages that seem to be on a recurring weekly basis? How is Cox attempting to fix this problem? I have been a Cox internet user for almost 3 years and am seriously about to take my business elsewhere.
Health_Edge
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Valued Contributor III
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Sounds like you were talking to a contractor. That would explain the long hold (when its busy, Cox will sometimes push calls to outside parties) and the "Your in a outage" line.
Is there anything logical that might explain the outages? Unusual weather issues? Power issues in the area? Construction?
Also, what are the signal levels of your modem? You can find them at the 192.168.100.1 webpage. For more specific instructions feel free to respond with your modem model number.
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susie
New Contributor
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I am having the same problem, I wonder if it's Cox or me.
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L_
New Contributor
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I also have had a similar problem since June. A ($79.00) service call from Cox replaced the splitter from their original installation ~3yrs ago. I am still having loss of internet connection...it ranges from a few times a week to a few times a day..i have reset my modem twice today so far. You suggest bypassing the splitter ....how and why since this is how Cox installed my service??
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Health_Edge
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Valued Contributor III
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Splitters can wear out pretty easily. Just to give you a idea how easily, here is a picture of what the inside of a splitter looks like. As you can see, if the sealant that holds the thin metal plate on the back of the splitter fails, moisture can get in and effect the very fragile wires. So even though Cox might have installed the splitter, and installed it correctly, if you need a new one, I can understand why they might charge. Basically everything past where the cable wire connects to your electrical ground is home owners responsibility IMHO.
PS: ATT Site admin. Since last update "Insert image" is broken. Won't scale size correctly. Please fix.
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KipK
Former Moderator
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Inside wiring is owned by the customer, much like plumbing (except cable wiring can't leak all over your carpet ). We do give a warranty for at least 30 days on all installation work, and provide the option of adding our Cox Service Protection Plan for $6.99 per month which covers inside wiring repairs.
If you already had the splitter replaced and the issue is continuing, then either there's a new problem, or replacing the splitter didn't fix the original problem. If you take the wire that connects to the "in" side of the splitter and connect it directly to the modem it may stabilize the connection, but it would probably be a good idea to schedule a repeat service call as soon as possible.
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