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New Contributor
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Modem/internet issue
Good Morning:
We have had cox internet for several years with little issue. In the past few months we began to experience the signal dropping off. Upgraded to the new modem/router combo to see if it was just our old modem causing the issue. Internet speed increased significantly with the new modem but the problem remains. My husband works from home and relies on the internet to complete his job. We are constantly having to reset the modem to get online. The modem must be reset every morning and multiple times throughout the day. It seems that if we are actively using the internet there is no drop issue but if the system is idle for more than 30 minutes the signal drops off and modem needs to be reset. All calls to cox resolve nothing as they basically reset the modem and it reconnects just as it does when we reset it. Any support resolution you can provide would be greatly appreciated as we spend a lot of money for intermittent service at best. Again, when it is working, it is great but it disconnects so often we are not getting what we pay for.
Thank you,
Heather Vondra
ChrisL
Former Moderator
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I'm definitley not seeing it online now. If replacing the device didn't help it may be necessary to arrange for a technician to come out and check for a possible signal issue.
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AzRedShoe
New Contributor
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I am new to COX and my internet slowly loads pages and at times states "unable to load page". I just transferred from century link and I'm not happy at this time the tech said everything on their end was fine, it must be problems with my Mac laptop and my Compact PC. Not much help is everyone else having this problem? Is this normal service?
Sincerely,
Michael
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ChrisL
Former Moderator
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The modem is reporting back good signals but not showing a successful device connection for some reason. I sent a reset to see if that helps. If that doesn't work we may want to get a technician to come out and check everything out.
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lmg
New Contributor
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I am having a similar problem. My Wi-Fi will be unavailable at random times. I thought it was my computer, but my iPhone and my boyfriend's laptop have similar issues. My parents had this problem at their house as well. Is it a router/modem issue or something else?
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Trikein
Contributor III
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This sounds like 3 separate problems. Probably best for each of you to make your own thread. Its unlikely for the issues to be related considering no one knows the geographical location of the other. Also, the symptoms sound very different
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Becky
+2 more
Moderator
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Hi LMG,
Since 3 devices in the home are experiencing the same problem, it is definitely an issue I'd like to investigate further for you. While it is possible that it's a problem with the modem or Gateway, I don't like to jump to conclusions without a closer look!
Intermittent connectivity can be caused by something as simple as a dying splitter (interfering in signal strength) or something outside your home--in our equipment--that a field technician needs to identify and resolve.
So that we can assist you further, please email my team at coxhelp@cox.com.
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slmasters
New Contributor
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I am having this same issue - 3 techs and 4 visits and still no resolution. Techs removed power booster from OnQ box, replaced parts outside, tested the signal from the tap with a brand new modem of same type NetGear CG3000D, same issue with unreliable speeds, cycling down to 1mb. They updated the firmware on my modem - still same issue. I have seen many posts in multiple forums of people having the same problem with no clear resolution. I'm spending many hours researching forums to see what the resolution was - and can't find any. I created my own forum post to see if anyone has any magic fix. Still searching.
Event Log
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slmasters
New Contributor
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Thank you Scott Pickett for setting up a service call with a real Cox employee instead of a contractor. After 3 visits from End2End with each doing one little piece that did not fix my problem of slow speed, I went to the Cox store and talked to Scott about my frustration - he made sure my next appointment was with a Cox specialist who had experience in all systems. I have Cox Phone and Internet only. Scott (from the COX store) also replaced my 1 yr old modem (it had a 2 yr warranty) with a new version and confirmed my appointment with a Cox repair technician. James discovered that I had an old phone modem that could have been interfering with the internet signal coming into my house. It also could have been the internet modem, but when the End2End technician did a test from the tap with a brand new modem the slow speeds continued, so I figured it was not the internet modem. James the Cox repair person replaced the phone modem and the internet modem and I have not had throttling down to slow speeds for 3 days now. I'm a much happier person. Thank you Scott for saving a Cox customer for 8 years.
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