Modem Lights Flash

@oklajohn

The signal levels being reported by the modem are looking good from this end.  It's possible what you saw was a symptom of some issues we were working on yesterday.

@oklajohn

Should you encounter any further troubles let us know and we'll take another look.

Well, I was too optimistic, I guess.  I have been getting Internet drops during the past 3 days - about 2 or 3 times per day.  It corrects itself and comes back on eventually, usually after a few minutes, however it is most irritating.

 I called Cox Tech Support and the rep checked it out with no indication of a problem.  She offered to send out a service rep, but due to an upcoming knee surgery,  I had to postpone a service call until I can be here.    In the interim, the drops seem to continue - just had one this morning briefly, but now it's back on working fine.

I am running a Motorola Modem SB6121 and Linksys Router EA3500 N750 Dualband.   Both are  just 8 months old, so I'm hoping they are not contributing to the problem.  Since everything has been running so well the past 8 months, this  is really a disappointing turn of events.    I will continue to monitor and record the problem,  If anyone else is experiencing a similar situation, please let me know.  Thanks. 

Hi oklajohn,

Let us know when you are ready to schedule the appointment.  We would like to help you get this issue resolved as soon as possible.  If the modem is dropping as well, there could be some signal issues to the home.  Having a tech come out and investigate is probably the best option.  

Derrick, I am posting a recap of my problem and what I've done so far: I've been experiencing brief internet drops 2 or 3 times per day for the past 2 1/2 weeks. It comes back on after 10 minutes or so. Also, my modem is in the bedroom and I've noticed several nights that all the lights go out on the modem and then all lights flash at once a couple times before returning to normal. I don't know if this is a regular thing, as I am sleeping most of the time and just happened to be awake to see it happen a couple times. I am currently using a Motorola SB6121 connected to a Linksys E3500 N750 Dualband Smart WiFi Router. Both modem and router were purchased new and installed in Sept 2014. Here is the info from the modem page: Model Name: SB6121 Vendor Name: Motorola Firmware Name: SB_KOMODO-1.0.6.14-SCM01-NOSH Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3 Hardware Version: 5.0 Firmware Build Time: Mar 6 2014 15:23:55 And the levels: Downstream CH13 - Freq: 813000000 Hz, SNR: 37, DM: QAM256, Power: -2 dBmV CH14 - Freq: 819000000 Hz, SNR: 37, DM: QAM256, Power: -2 dBmV CH21 - Freq: 825000000 Hz, SNR: 37, DM: QAM256, Power: -2 dBmV CH22 - Freq: 831000000 Hz, SNR: 37, DM: QAM256, Power: -3 dBmV Upstream CH5 - Freq: 35300000 Hz, RS ID:6960, Sym Rate: 5.120, Power: 43 dBmV CH4 - Freq: 30200000 Hz, RS ID:6960, Sym Rate: 2.560, Power: 42 dBmV CH3 - Freq: 268000000Hz, RS ID:6960, SYM Rate:2.560, Power: 42 dBmV CH2 - Freq: 234000000Hz, RS ID:6960, SYM Rate:2.560, Power: 42 dBmV I have a splitter at the incoming cable to the TV and the Internet Just wondering if anything I should be aware of before Cox comes out. I called Cox and talked to a Tech Rep. He indicated this might be a modem problem - or possibly a signal problem and is sending a Maint Rep out Wednesday morning between 8 and 10 am Appreciate any suggestions on this. Thanks.

oklajohn,

Whenever there is a question of signal we want to eliminate all possible factors.  Removing that splitter may or may not reveal some issues.  If there are no longer any drops without the splitter it would need to be replaced.  If it still happens it could be other factors that are causing it, but that would be a good place to start.  

After 9 hours of dealing with Cox about this situation yesterday, including a home service call and 5 telephone calls with Cox Tech Support, including buying and installing a new modem, I was left without Internet Service. I spent the whole day dealing with Cox with no results and a great deal of frustration. Without going thru the whole terrible story, it seems when I installed the new modem, the tech rep on the phone (who didn't seem very competent at the time) entered one digit of the MAC address incorrectly. None of the Cox Reps asked to verify the serial number of MAC address in my long list of contacts. I was left with no Internet and another service call on Friday morning. Needless to say, my patience was gone. So, this morning, I decided to be pro-active and try one more time to get this corrected. I got a Tech Rep named Ashley on the phone and the FIRST thing she did was ask me to verify the S/N and MAC address of the new modem. It worked! It was that simple. My point on here is to advise other customers when installing new modem to insist that the Cox Rep verify the numbers they have entered. It may save you a great deal of time and frustration in solving a problem.

@oklajohn

I'm sorry to hear about the error on our part.  As an alternative, in most cases you can register a new modem yourself simply by trying to go online with it and fill out the form you're directed to.  The provisioning system will automatically detect the correct MAC and serial# when going this route.

@oklajohn

Usually unrecognized modem models aren't eligible and you'll be told to call in.  I'll have to ask somebody if yours is one of those.