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11 Messages
motorola 6580 drops internet
Alright we moved into a new home previously, we noticed signal drops immediately. Sometimes for a few minutes many times for hours. I've spent hours on the phone with tier 1 IT who say "everything looks fine from our end" had two separate tech visits who said the same thing and quickly tried selling me a leased unit. I would jump on it if the problem would be fixed, however after 4 hrs on the phone going into 3 AM with tech support, I decided to connect the provided Cisco modem and had a solid signal for 3 hrs. I began experiencing intermittent drops on the cox unit. So now I know my modem is not the issue, however now I've reset the unit and can't get back into the admin settings.
I've had techs out, I've spoken to tier 1 and tier 2 techs who have me Go into CMD every time while fixing nothing and then telling me it's the modem. Is there someone who can verify settings, firmware and true connectivity on my customer owned cox approved unit?
While it's seemingly easy to throw on a UBEE box and say it's done, it's not going to fix the drops as my hard wired cox owned Cisco modem is experiencing the same drops. And now without access to the settings I can't read connection signals that I'm sure a tech is going to ask for.
In short I've been ran ragged on this issue and last night at 3 in the morning when I was finally handed over to a "tier 2" tech I hit my wall...why am I dealing with this issue and dealing with glorified operators called tier 1 techs? This has been a constant issue and instead of fixing the issue they helped to possibly brick my unit. The only help I've gotten was to switch modems to the UBEE. If the Cisco modem is dropping the same then we have an issue.
1.) Intermittent signal drops confirmed on both units.
2.) Could the drops be caused by the ARRIS amplifier outside that the two in person tech swore is fine, while no one was home on the lightest time of usage?
3.) Switching boxes did not work as drops continue
4.) My modem/router gateway is inaccessible now after resets and trips. It's essentially unusable. This happened after a reset and somehow needs addressing I'm at my wits end and irritated that it took me calling at 2 AM to finally get a tier 2 tech on the phone...which leads me to believe there has to be tier 3 or tier 4 techs who can probably solve the issues with out getting out of a chair and without trying to sell me something as the solution. I was sold this solution 3 years ago.
My wife already is in favor of dropping cox, the Internet is the only reason we stay and there's been little to no reason to continue our cox service if unscheduled interruptions is what we're to expect.
People on time warner, and com cast seem to have similar issues with the cable modem gateway and are being helped by a firmware update with possible deactivation of ipv6.
At the moment I'm sure there is a connection issue, I'll be calling the actually helpful cox field tech who recently came out to verify the line...again.
My problem is at this point on top of the connection loss were locked out of our unit and cannot access anything to give error logs or any other technical info.
ChrisL
Former Moderator
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7.1K Messages
11 years ago
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Diskrete
New Contributor
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11 Messages
11 years ago
Alright so I played the game. Ran with the cisco hard wired for 1 day and experienced numerous drops. Some lasting 30 seconds up to 20 minutes my kids gave up using the wifi instead reverting to using Mobile data...a whole other beast. So I called in again and got the same, "we dont support that unit, you should rent one from us, your modems are bad". So I finally gave in, went into a cox store and grabbed a netgear dual band router. Best they had...it drops internet connection too. Granted it resolves the issue a whole lot faster and usually last about 30 seconds, on occasion we still get the long 20-30 minute drops. This is frustrating, from the get go my equipment has been blamed, when its not necessarily the case. Were still experiencing connection issues both wireless and off an ethernet cable. Seems to happen at night.
And for the first time right now, my TV looks like its "buffering" and has picture blipping in and out with an occasional off air place holder here and there. Confirming that the whole *** time there's been a connection issue and because it seems fine when they check it over the phone or when a field tech is present, every representative has blamed it on equipment and were quick to sell me on something new. Ill call the field tech tomorrow...again, I went with the lazy answer. There should be no more excuses. Now its time to get it handled.
Motorola chat support got me back into the modem and online quickly when I needed it. There were a few additional steps that needed to be taken after the firmware upgrade.
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Health_Edge
Valued Contributor III
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4.2K Messages
11 years ago
How does it stand now after the changes Motorola suggested? Maybe those same/similar setting changes would have worked on the older unit? Either way if its working now, don't touch it, just curious what the settings were and now are.
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Diskrete
New Contributor
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11 Messages
11 years ago
Hey heath, to be honest there wasn't much motorola could do. They asked me to reset it a couple times in a certain order. They said these units are made to be accessed only by the ISP such as any firmware pushes or accessing any data from the modem/router itself. In the end the moto tech tossed me right back to cox. We might keep the netgear, but not to keen on spending $180 on new equipment when the old motorola was doing its job, and knowing that if we don't rent it and instead purchase one, all repairs or warranty requests goes out the window, as it has with this unit. Instead the equipment is blamed and told is no longer on the approved list, its old, modems only last 3-4 years, everything but the problem. We have a "senior tech" coming out tomorrow afternoon, we finally got a CSR who listened before spewing out ** and is sending a cox employee, not a subcontractor. With a work order to replace the 12 year old cables.
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Diskrete
New Contributor
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11 Messages
11 years ago
We had 2 cox trucks here today, a field tech and a FST. They checked the line coming from the pole...sure as shifts, Ingress allover. The line was replaced with a feeder cable about 3x as thick. Motorola was plugged back in and we've been solid for a few hours, we have an appt. In the AM with the FST again who is willing to check all the way to the trunk line and Investigate the issue if it continues and said if thats the issue it could take months to fix. We're keeping an eye on things but we are hopeful this was the resolution.
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