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New Contributor II
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Motorola Cable Modem keeps dropping connection
Since 8/16 I've had to reset my cable modem two and three times daily for no apparent reason. Each time it seems I have to leave the modem off longer and longer. The surfboard is only 4 or 5 months old and it is a newer model.
I'd rather not keep calling support as all they really want to do is sell me "whole house cable".
Has there been some kind of change lately that might explain this? When this happens I have no connection -- wireless or directly wired devices, or android, safari, chrome, ie. nothing works.
tsteph
New Contributor
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I had the same problem. It started just a few weeks ago. I changed the modem... still dropped out. I added a drop amp... still dropped out. Then, just a couple of days ago, it stopped dropping out. I noticed that the Cox home page has been down for the same couple of days with a message that they are doing maintenance. Put all of this together and the only conclusion is that it is on their end.
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ChrisL
Former Moderator
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ChrisL
Former Moderator
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Did a technician come out and install the amp? When I look from here the signal levels being reported by the modem are way too hot. I'd suggest removing the amp if it wasn't installed by a tech.
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Techguy999
New Contributor II
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Just happened again and a few times yesterday. Its been out since 10 AM this morning. Seems this internet is down more than its up.
Wonder if its time to start talking to the competition about replacing this.
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Techguy999
New Contributor II
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The only splitter device I have is the one on the outside of the house where Cox connects to. No others that I am aware of.
Thanks if the problem hasn't resolved itself by this afternoon I'll call.
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Pashey
New Contributor
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Hmmm, similar situation and when I called they said my modem was old, which it is, nine years.
Started a couple of days ago, today it's completely kaput, I'm on the 3G of my iPad.
The guy also suggested my router but that's only a few weeks old.
Curious how you will solve this.
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Techguy999
New Contributor II
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Thanks Chris. Called support last night and they also saw the connection was pretty bad. I have an appointment to have a tech check it in a few days. Oddly enough about 2 hours after the call the line came back up. It will stay up several hours then drop off for a few. I can only hope its happening when the tech visits to check the cable.
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ChrisL
Former Moderator
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It does look like the modem you have now isn't ideal for the faster speeds which are now being offered. We offer an option to rent gateway/modem devices for a small monthly fee or you may purchase one or a stand alone modem of your choosing. You can find out more about modems approved for use with our network by visiting http://www.cox.com/residential/support/internet/article.cox?articleId=b2ec95d0-7ef9-11df-5590-000000000000
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hoytville
New Contributor
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Same problem for me. My connections drops almost every night - for about the last two weeks or so-about 8:00 Central time. Then around 8:00 in the morning it comes back . Could this be a maintenance window ? I have rebooted my router , but that does not seem to help. Now last night it came back about 10:00 for a while Through the day it is fine-until 8:00. I thought maybe it was a bandwidth issue, but I am in a residential area with no big users that I know of. No gamers for sure. Any ideas ?
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Accepted Solution
Techguy999
New Contributor II
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Thanks Chris. Had the tech check everything. Found several issues mainly hot transmit. Then bad drop. He ran a temporary and all is good.
Excellent response from both the Customer Support Agent and the tech.
Thanks for the help.
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Larry_from_San_
New Contributor
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I've had constant drop around 11AM through 3PM since July . I called and they told me to change the splitter... that didn't help. Then I changed out all RG59 coaxial to RG6 from the outside box to my cable. I specifically ran the RG6 cable from the box directly to the Motorola DOCSIS 3 cable modem (the cable modem is 5 year old) without a feed thru (since they also claimed on that). That didn't help either. What's next???
It seems when the weather got real hot, the problem keeps getting worse!!! I wished we had another internet cable competitor to serve our area to keep Cox honest.
HELP!!!
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Larry_from_San_
New Contributor
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Hi TiffanyR,
What do you mean by more than 1 device? The splitter connections go to the TV DVR cable box and the Motorola cable modem. I have no problem with the TV DVR cable box what so ever!!!
The problem only gets worse during hot days like right now in Southern California (it's been in the 90's)...
--Larry
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Larry_from_San_
New Contributor
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Hi Tiffany,
I have two laptops and both connected to the cable modem with same result. No internet connection!!! It's coming straight from the cable modem, therefor, I think it's the outside trunk line/network switch that is the problem. I wonder if Cox serviceman can check that???
--Larry
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Health_Edge
+5 more
Valued Contributor III
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First, I suggest making a new thread. This one is marked answered so your post wont get the attention it warrants.
Not sure what you mean by this. Like at the pole or further into Cox system? Usually that would cause latency, or slowness, or packet loss, but not total lack of connectivity. Sounds like the modem isn't even connecting at all. What modem do you have and what lights are on/off on the front?
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ChrisL
Former Moderator
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