Moved service and intermittent connection issues

@dakota102003

I looked from here and the modem seems OK. Can you try testing with a PC connected directly to the modem and see what results you get?

Sorry for taking so long to respond. I replaced the old router (Netgear Nighthawk R7000) with a new Asus AC3100 and the problem persists and has since setting up at the new house. Hoped the router would fix it but didn't. All lights stay on and are green but still will have no Internet connectivity. And multiple devices show no Internet from the Roku to 3 different desktops and phones/tablets.

Years ago when I lived in Washington state I had cable Internet through Adelphia cable and had similar issues and turned out as I was told it was a bad fuse in their hardware that was giving issues as it heated up. Could this be the same?

Ok connected directly to the modem and did some trace routes hopefully they may shed a light on whats going on.

This first one is the internet working normally:

Tracing route to cox.com [68.99.123.161]
over a maximum of 30 hops:

1 * * * Request timed out.
2 8 ms 6 ms 7 ms 100.127.69.200
3 7 ms 10 ms 9 ms 70.169.75.248
4 52 ms 52 ms 59 ms dukedsrj01-ae4.0.rd.at.cox.net [68.1.1.121]
5 52 ms 53 ms 53 ms 68.1.15.234
6 53 ms 53 ms 53 ms 68.99.123.4
7 53 ms 53 ms 53 ms ww2.cox.com [68.99.123.161]

Trace complete.

This next one is when it acted up during a disconnect:

Tracing route to cox.com [68.99.123.161]
over a maximum of 30 hops:

1 * * * Request timed out.
2 10 ms 8 ms 7 ms 100.127.69.200
3 8 ms 7 ms 7 ms 70.169.75.248
4 53 ms 53 ms 53 ms dukedsrj01-ae4.0.rd.at.cox.net [68.1.1.121]
5 53 ms 53 ms 51 ms 68.1.15.234
6 * 52 ms 53 ms 68.99.123.4
7 53 ms 53 ms 53 ms ww2.cox.com [68.99.123.161]

Trace complete.

And here is the full disconnect of internet:

Tracing route to cox.com [68.99.123.161]
over a maximum of 30 hops:

1 Matt-PC [72.211.160.198] reports: Destination host unreachable.

Trace complete.

And here is the after trace with internet again:

Tracing route to cox.com [68.99.123.161]
over a maximum of 30 hops:

1 * * * Request timed out.
2 7 ms 7 ms 7 ms 100.127.69.200
3 9 ms 8 ms 25 ms 70.169.75.248
4 53 ms 51 ms 51 ms dukedsrj01-ae4.0.rd.at.cox.net [68.1.1.121]
5 52 ms 53 ms 53 ms 68.1.15.234
6 52 ms 53 ms 53 ms 68.99.123.4
7 53 ms 54 ms 52 ms ww2.cox.com [68.99.123.161]

Trace complete.

I am seeing periods where the modem is showing a lot of timeouts/uncorrectables. I assume the line connects straight from the cable outlet direct to the modem? If there happens to be any cable splitters I would suggest bypassing them altogether. If not, it sounds like we will need to have a technician come back out to investigate further. If that is the case, email us as Tiffany mentioned and we can help you setup a service call.

Brian
Cox Support Forums Moderator