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
•
Modem keeps resetting
I've been having internet problems for the last few months. The connection will drop off, then the cable modem (Cisco DPQ3212) will reset itself. Logging into the model reveals:
| Downstream Channels | |||||||||||||||||||||||||||||
|
| Upstream Channels | ||||||||||||
|
Cox technicians have been out at least 4 times now. Of course they say everything is fine. One time they said come connectors were slightly lose and blamed it on that, but since tightening, it still is bad.
They replaced the main line unground to my house sometime within the last 2 years, and line going down to the outlet, along with the single 2-way splitter.
I'm at wits end on what to do now.
DerrickW
Valued Contributor
•
That sounds like it could use another look. Intermittent connections are the hardest type of issues to troubleshoot. I would like to review the account and see what has taken place so far and we can pick up from that point. Can you please email us at cox.help@cox.com and provide the name and the address listed on the account? Thanks!
0
0
Vap0rhead
New Contributor
•
Still having problems.
I had another tech out yesterday, probably the 6th one in 1-2 months. Of course, I get the typical "everything looks good" response. My connection drops (modem T3 timeouts) more when it rains, or shortly after it rains. The tech said it could be the crappy Cisco modem, so I go by a $100 Surfboard SB6141 modem and I still have the problems.
When does Cox get some common sense and bring a line tech out here to look at the nodes or whatever? How many house techs have to come out and say things are good when clearly they are not? All wiring has been replaced from the modem all the way to the outside box.
I sure wish Verizon FIOS would be in this area because I would ditch Cox in a second after going through all this.
0
0
Colson
New Contributor
•
I have had the EXACT pattern you describe. I've had the street to house line replaced and all of the self resetting.
im about done with the whole service. How do you log into your modem to see the stats?
0
0
smtips
New Contributor II
•
Log in with 192.168.100.1.
Has noone even mentioned to you that you had no power level on upstream 3 and 4 on the Cisco? I'm amazed.
Is it the same on the 6141?
You're getting T3 and even T4 timeouts. The problem is not at your home. You may want to review what I had to go through before someone would actually do anything about it and consider if it's worth your trouble if you have alternatives. You can probably skip the first 4 paragraphs, Cox is aware of that nonsense and chooses not to take action on it or even let me know about what action is being taken about their glaring and obvious website issues when I specifically asked them to.
Cox needs a message to these DUMB TECHNICIANS who seem have no clue what a T3 or T4 timeout means. More than likely someone up the line has a really horrible "leak" in their signal causing the timeouts on your signal, and these techs should realize that after the second visit max, especially if they are bright enough to actually look at your modem logs. Or there's a bad amp that needs to get replaced. Print the logs out and hand them to the next tech and look him in the eye and tell him, You KNOW this isn't my issue when you look at the modem logs. Please get this escalated to Maintenance as soon as possible because there is no need for you to be here today and do the job again that other techs have done, I don't know why they sent another one of you when the issue is clearly beyond my home.
As always, record every conversation, times, dates, names, and continue to tell them who you spoke to, what they said, what they did or didn't do, and don't be afraid to cancel your service if the issue isn't being fixed in a timely manner. I'd say 6 techs in 2 months is way beyond excessive, and if they haven't figured it out yet you need to talk to the retention people and get them to go to bat for you and get maintenance to do their job as the field techs seem incapable of understanding how their own cable system works. The second one should have looked at the modem logs. Cox needs to stop this nonsense with customers and get some field techs with brains for a change.
0
0